The IT Global Operations Center Engineer will be a part of a Global Service delivery team providing a single point of contact for all aspects of operational support for Nuance IT services. This role will be in the Global operations center team located in Pune, India. This team will provide daily support and monitoring of Nuance’s global network, telecomm and infrastructure services. This position will work with the other IT Operations teams to manage multiple priorities, help solve complex issues, and develop skills required to support the efforts of the Global IT Operations team as a whole.
Must have a customer service frame of mind, enjoy working in a fast paced, team oriented environment, and have good organizational and communication skills. Self-motivated, flexible, and willing to work under pressure is key to this role.
Monitoring of all Network equipment including Routers, Switches and Firewalls for :
Monitor all alerts for Routers, Switches and Firewalls including Alarms and Events
Monitor Telecom and AV Services
First level troubleshooting of all Alarms
Raising the Trouble ticket for incidents after first level analysis
Technical Writer experience, ability to describe complex technical setups in a simple way.
Alarm monitoring and creation of ticket as per criticality and specified SLA of alarm
Co-ordination with Service Desk, Level 2 teams and Vendors, as applicable
Create status report for all tickets in the shift
Create Shift Handover report
Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for securing
Login to the following and keep track on a continuous basis - Proactive Monitoring
Network Syslog Monitoring
Telecom Partly Whats Up Gold
Telecom AVAYA PBX Email Alerting
Knowledge, Skill, Qualifications:
Education: Bachelor's Degree in Computer Science or equivalent experience
Number of years of Experience: 3-5 years practical hands on experience working in a IT NOC Operations center or GOC
Minimum 3-5 years of relevant experience in technical operations in a large (1000+ servers & network devices) and complex (multi-site experience), multi-technology, 24x7 commercial environment
Hands on experinece working on Network Monitoring Tools.
Excellent communication skills, both verbal and written; ability to effectively interact with people at all levels of the organization
Strong knowledge of hardware, operating system, storage, networking and security technologies
Strong knowledge of ITIL or ITIL certification(s)
Proven technical capabilities and track record of successful interactions with all levels of internal staff and external partners/vendors
A Microsoft, VMware
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