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Location : Pune, Maharashtra
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Job Description : Nuance is looking for experienced IT professionals to join our GTS Service reliability centre team.
This SRC is a 24x7x365 multi-disciplinary operations support function that includes system administration, software engineering, process expertise, incident response & management, change enablement, multi-tier network operations centre (NOC ), and customer engagement.
The ideal candidate should be an excellent communicator with a high degree of customer focus, talented, energetic team player who has the right mix of hands-on exposure to system engineering, monitoring, incident response, infrastructure administration covering system, networks, storage & databases (windows / Linux / VMware / Azure) or similar hosting platforms and troubleshooting thereof.
Basic Qualifications:
Education: Bachelor’s degree in Computer Science, Engineering, and demonstrated IT work experience with an emphasis towards customer service, operations support & incident response of hosted, high-throughput mission critical systems.
Experience: 0 to 3 years of experience as part of Global IT Operations, Network Operations Center, System Administration, Cloud Administration, Product Technical Support, and / or global incident management.
Excellent written & verbal communication skills
Detail oriented, excellent analytical skills, and a strong team player who works well with immediate and extended team, and consistently puts the customer & team above oneself.
Ability to work in and keep up with a fast-moving environment via effective prioritization and time management. Experience working in virtualized enterprise networking environments. Self-motivated and proactive, with demonstrated creative and critical thinking capabilities.
Demonstrated problem solving ability, superior technical aptitude, proven ability to manage complex tasks, and very strong analytical skills. Ability to recognize patterns and dependency.
Good understanding of SLA and KPIs with experience in productivity tools like Excel for data analysis & reporting.
Exposure to enterprise customer handling practices through ticketing, phone, emails etc. Efficient customer escalation & stakeholder handling, leading to successful long-term relationships.
Operations ( Associate – Level 0 ) :
Principal Roles and Responsibilities:
Be part of our 24x7x365 SRC operations rotational shifts team. This team permits variable week offs.
Monitor different tools and applications to identify issues with infrastructure, platform and/or products.
Monitor alerts mailbox and event management systems for alarms.
Monitor application dashboards for indications of incidents.
Create & distribute scheduled reports.
Execute routine checklists to validate reliability, system functionality and perform health checks.
Key point of contact & responsible for coordination of all infra related support issues internally or with vendors, ensuring support issues are resolved within the SLA and to the satisfaction of the customer.
Interacting with internal stakeholders, vendors, and external customers to assist them with their queries and requests –service requests, emails, and calls. Keeping stakeholders / customers informed about the outages / change updates.
Creating or updating documentation to improve outcomes.
Maintaining ticket queues for appropriate assignment, follow up & resolution.
Windows / Linux vulnerability management, updates & upgrades
Application updates, upgrades & deployments
Contribute as owner or member of SRC project teams towards continual improvement.
Active participation in incident bridges and help drive them towards resolution.
Required Skills ( Associate – Level 0 ) :
Exposure to NOC monitoring tools – Nagios, Zabbix, Graphana, Sumo, Zenoss, New Relic, App Dynamics, Prometheus etc
Exposure to NOC ticketing tools – Jira, Remedy, Salesforce etc.
Good Linux server and / or Windows server administration, and operational support skills in a hosted production environment.
Working experience in supporting and troubleshooting large scale hosted and / or cloud based distributed systems covering application layer, platform, OS, and infrastructure layers.
Preferred Skills:
ITIL v3 or v4 foundation , Six Sigma / Lean / Agile training and / or certification
Basic understanding / exposure of Azure, AWS, GCP, SaaS, PaaS, IaaS, Firewalls, Load Balancing, Network Security architecture and core concepts / technologies such as TCP/IP, VPN, BGP, MPLS, Routing, databases, and storage technologies.
Experience with any automation tools and/or scripting language experience like Bash / PowerShell / Python / Pearl / UI Path (RPA) would be an added advantage.
Nuance offers a compelling and rewarding work environment. We offer market competitive salaries,

bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically

challenging work environment. Join our dynamic, entrepreneurial team and become part of our

continuing success.

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By Richard