At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them. We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.
Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.
Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.
Summary: Operate in a 24x7x365 Network Operations Center and Customer Support team which monitors the enterprise class solution provided to our customers.
The NOC Engineer role requires the person in the role to be an experienced professional with both customer focus and technical ability, prepared to do shift work 24x7x365 – Currently Day/Swing.
•Monitoring the end to end business solution using enterprise class monitoring tools, reviewing logs and performing validation tasks
•Production (infrastructure) issue identification and resolution by applying known first-line fixes or escalating to subject matter experts
•Clearly and concisely document issues that cannot be fixed in the NOC for escalation
•Communicating with both internal and external customers in a professional manner
•Staying up to date with system and solution developments/changes
•Take proactive measures to address faults and documenting actions taken
•Performing technical system checks and shift readiness reports
•Ensuring that the incident ticketing system is regularly checked for high or critical priority tickets that need escalating to on call teams.
•Ticket queue case management, working tickets and mentoring others on ticket actions and response
•Maintaining a professional composure and appropriate level of urgency during high severity events
•Ensuring issues with processes, toolsets, operating risks are brought to leadership attention, weighing in on solutions
•Performing world class support to both internal and external customers
•Troubleshoot and resolve complex production / application issues through a high level of technical competence for Enterprise class customers.
•Triage issues based on a clear understanding of the business problem and impact to ensure appropriate urgency in response.
•Drive the team and advocate for our customers to get quick answers, work arounds and resolution in place quickly.
•Engage in and continuously improve processes to speed up resolution and exceed customer expectations.
•Continually raise the bar for your peers through technical mentoring and leading by example
•Multi-task and manage time to ensure thoroughness and quality in every interaction within the team as well as with Nuance customers
•Provide production deployment support, handle customer production traffic flow and develop platform and infrastructure knowledge.
•Perform basic network and systems configuration changes
•Seek out ways to automate manual tasks and provide additional services within the NOC and Customer Support team
Number of Years of Work Experience: 2+ more years work experience
•Ability to add increasing value to a high-performing team by being a self-starter who immerses themselves in the technology and Nuance culture.
•Outstanding written & verbal communication
•Team player, self-motivated learner and hungry to succeed.
•Exhibited business maturity and ability to convey technical information to non-technical audiences
•Possesses sound judgment when handling sensitive and urgent issues
•Ability to successfully work within a team and across departments with conflicting priorities
•Thrive in a fast-paced, high-stress shift based environment
•Demonstrated time management & multi-tasking skills while maintaining top quality and responsiveness
•Familiarity with triage and escalation practices – go as far as it takes to resolve issues for the customer.
•Strong UNIX/Linux, SQL, XML skills
•Strong understanding of relational database concepts (ex. joins, indexes)
•Proven ability to write and execute Shell scripts
•Basic Encryption technologies and security compliance familiarity within an enterprise environment (ex. PGP, MD5)
•Basic networking and protocols (ex. FTP, SFTP, telnet, HTTP(S), SSH)
•Basic programming concepts (ex. loops, variables)
•Previous experience with reviewing system logs for errors
•Experience with monitoring tools such as Nagios and Zenoss and Solar Winds
•Experience with ticketing tools such as Remedy (BMC), JIRA
•Ability to learn new technologies quickly and with minimal formal training
· Exposure to IVR, Outbound and Digital Channel in an enterprise environment
· Previous experience in an enterprise class Network Operations Center supporting hosted operations within large-scale global deployment
· Exposure to MPLS
· Experience with VMWare/ VSphere, F5, Cisco Networking Equipment
· Knowledge in Azure – AWS Cloud processes
· Knowledge in ITIL
· CCNA certification a plus
· Linux certification a plus
Education: Degree in Computer Science, or Information Technology discipline with 5 years of progression in a technical role
or, The equivalent of 7 or more years work experience in a highly technical customer service role with a strong understanding of customer service and technical principles.