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Service Reliability Center Engineer


This is a Full-time position in baton rouge, LA posted January 17, 2022.

Nuance Hosted Operations is a mission critical leader in delivering and supporting technology infrastructure to meet the substantial growth of the business.The Service Reliability Center FedRAMP engineer role is an engineering discipline that combines software and systems engineering to build and run cloud-scale, distributed, fault-tolerant systems.

Our team ensures that Nuance services have reliability and uptime to meet the needs of our ever-growing customer base in a mission critical industry: Enterprise hosted products including IVR and AI.

Practices such as event response, major incident management, minimizing operational work, deep post-mortem exercises, and prevention of potential outages are factoring into the iterative improvement work that the SRC focuses on.

As this role supports government contracts, the ability to obtain and hold security clearances is critical and has a bearing on continued employment.In this role you will spend a majority supporting and being a central point of contact in the SRC with a line of business through phone based, direct contact support, as well as through ticketing systems.

You will be supporting the products and customers directly.

You will also spend a portion of each day working with other team members on a variety of tasks from monitoring, incident management, completing capacity and deployment based service planning, defining monthly and weekly activities like patch & vulnerability management, and playing a pivotal role in our major incident response team should an incident impact the availability or reliability of one of the Enterprise products.

Because of this breadth, the Service Reliability engineer maintains a unique position to see the entire division and interact across all teams.

Be part of our 24x7x365 SRC operations rotational shifts team supporting Federal contracts.Education: Bachelor’s degree in Computer Science, a related field, or equivalent education requiredMinimum years of work experience: 3+ years of experience in large complex information systems, and/or Cloud environments.Required skills:Able to obtain or already possess US security clearances to directly support our customers and environmentsPhone and email based direct customer supportBroad experience in troubleshooting large-scale distributed systems covering application, OS, networking and storage areas.Self-motivated and proactive, with demonstrated creative and critical thinking capabilitiesStrategic relationship and partnership building skillsExcellent time management, organizational, communication skillsFamiliarity with cloud support engineering practices.Well versed in Linux based and Azure cloud environments with related management including direct work with customer support for maintenance and repair requests.Ability to failover and handle datacenter region outages.Good hands-on experience on any of these technologies including Kubernetes, AMQ, MSSQL,Grafana, Sumologic, Nagios, SaltStack, Zenoss, HP Openview, Remedyforce, Confluence, Jira, PagerdutyWorking experience in Linux and Windows based production environments and strong knowledge in fundamentals and internals – file systems, memory management, threads and processesStrong understanding of networking protocols, IP packets, DNS, OSI layers and load balancing.Experience with system monitoring and alerting for availability, reliability and performance.Excellent analytical and problem solving skills.Ability to solve operational related challenges through automation or process related improvementsAbility to develop and plan for longer term projects to directly impact the SRC and LOB relationship and our understanding and ability to support the related products.Preferred skills:Self-motivated and proactive, with demonstrated creative and critical thinking capabilitiesStrategic relationship and partnership building skillsUnderstanding and support of IVR integrated environmentsExperience with an IT or SaaS environmentAbility to run packe t captures and network trace analysisGood skills in one of the languages –Bash shell scripting, Python, or PerlStrong work ethic and a strong sense of urgency with a can-do attitudeUnderstanding of quality standards and methodologies (TQM, ISO, Six Sigma, Lean Six Sigma, etc.).#LI-Hybrid#LI-GR1Nuance 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.Nuance celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace.

We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or Nuance policy.

If you need an accommodation because of a disability for any part of the employment process, please call 781-565-5086 and let us know.