Lead, Service Reliability Center
Pune, India
21h ago

Nuance is looking for experienced IT (Information Technology) professionals to join our GTS (GLOBAL TECHNOLOGY SOLUTIONS) Service reliability centre team.

SRC (Service Reliability Center) 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.

As Lead - SRC Operations the successful candidate will lead a cross-functional team of system administrators, NOC technicians, functional experts, incident managers, change implementors, and automation engineers.

This role requires the leader to deliver the right combination of three primary scopes people leader & manager, operations manager, and a product SME (Subject Matter Expert) .

Being a 24x7x365 operation, this role requires rotation in shifts , usually shift changes one a month. The role will also act as a shift-lead and an escalation handling point , guiding the team towards optimal resolution.

This role requires an extremely high degree of intra-team interaction , inter-team & inter-division collaboration , thus having optimal business communications skills are particularly important.

The role also maintains a unique 360 view, from Product R&D (Research & Development) to Operations to Service Delivery to Customer Interaction , thus providing good visibility & interaction opportunities.

Our team tried to ensure delivery of optimal & reliable experience to our customers who use our hosted products & services.

The requires the role to extract the most relevant & the best from available people, process & technology to deliver this operations service experience covering areas such as service requests, monitoring, triage, incident response, major incident management, optimizing & improving existing workstreams, deep post-mortem exercises, and prevention of potential outages factoring into the iterative improvement work.

This position requires 24x7 rotational shifts including long term (3 to 6 months) morning and night shift.

Principal Duties and Responsibilities :

  • Support 24x7x365 SRC operations.
  • Monitoring : Make sure that no alarms, emails, tickets, or chats are missed in the shiftAdministration of Event Management rules in Nagios, SCOM (System Center Operation Manager), Zenoss, Pingdom and other monitoring tools.
  • Monitor Application dashboards for indications of incidents.

  • Troubleshooting and Incident Management : Responsible for all server and network related support tickets and incidents.
  • Ensuring incidents and support tickets are resolved within agreed SLA (service level agreements) and meet customer expectations.

    Guide the team members on escalated incidents.Invoke Incident Management process for Incidents that cannot be resolved within this team (Open the conference Bridge if needed)

  • Customer / Stakeholder Engagement : Customers reach out to SRC through ticketing portal, emails, and calls.SRC Lead is responsible to make sure proper and timely responses are provided to the customers.
  • Manage stakeholder expectations and be first point of contact for any customer concerns and escalations for SRC.

  • Mentoring : Train new and current team members on various tasks, assign duties and delegate responsibilities within shift.
  • Develop and train current team members to become experts in specific fields of operations

  • Team Management : Supervise and lead a 24x7x365 Service Reliability Center. Create shift schedule, manage time-off requests, and handle last minute absence to deliver 24x7 operations.
  • Monitor team's performance with appraisal discussions, set achievable targets and identify strengths and weaknesses where training is necessary.

  • Forensics and Continuous Improvement : Run forensics on escalated incidents to identify processes, knowledge gaps and devise a strategy to rectify incidents and gaps.
  • Identify recurring alarms / issues / incidents and find a permanent fix.Identify time consuming manual processes and try to automate them.

    Report blockers, challenges, and opportunities to the leadership.

    Qualifications :

    Education : Bachelor's degree in Computer Science, Engineering, or equivalent demonstrated IT work experience with an emphasis towards production support of high-capacity mission critical systems.

    Work Experience :

    5+ years of (relevant) experience in supporting enterprise level complex IT environment.

    1+ years of experience as direct line manager of 6-10 people working in rotational shifts.

    Required Skills :

  • Technical Skills : Experience of supporting and troubleshooting large-scale enterprise IT systems covering application, OS (Operating System), and infrastructure layer.
  • Strong Linux Server and / or Windows Server administration & operational support skills in an enterprise level production environment.

    Working experience in Linux and Windows based production environments and strong knowledge in fundamentals and internals - file systems, memory management, threads, and processes etc.

    Strong understanding of networking protocols, IP (Internet Protocol) packets, DNS (Domain Name System), OSI layers and load balancing.

    Knowledge and good hands-on experience of monitoring tools such as Zenoss, Nagios, SCOM, Solar winds, etc.Basic knowledge of public cloud deployment architecture & administration (ideally Azure)Good Hands-On experience with ticketing tools like Jira, Salesforce, Remedy etc.

  • Leadership Skills : Ability to develop and plan for longer term projects to directly impact the SRC and LOB (Line of Business) relationship and our understanding and ability to support the related products.
  • Phone and email based direct customer support for escalated issues.Efficient problem-solving skills, mediation and stakeholder relationship building skills.

    Ability to solve operational related challenges through automation or process related improvements.Self-motivated and proactive, with demonstrated creative and critical thinking capabilities.

    Excellent time management and organizational skills.Experience with mentoring and

    Preferred Skills :

  • Experience with any automation tools or scripting language experience. Any of the following : Bash / PowerShell / Python / Pearl / UI Path (RPA).
  • 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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