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Site Reliability Engineering Manager

| Greater Boston Area

Company Overview

Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language, amplifying human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organizations – in healthcare, telecommunications, automotive, financial services, retail, and more – to create stronger relationships and better experiences for their customers.

Join our Healthcare team...caring for clinicians the way they care for patients. Beyond words. We create technology that lets clinicians capture and document care quickly and easily so they can focus their attention on their patients

Job Summary

Summary: The Site Reliability team keeps the Dragon Medical One cloud and our customers protected. The team uses innovation by continually improving, developing or expanding feature enhancements that enable early detection, automated probable root cause identification, and rapid resolution. We partner to help Product Teams build systems that are resilient, as well as providing the support, engagement, and contribution to identifying and solving resiliency gaps to ensure that service availability remains optimal.

 

Responsibilities:

  • Keep the customer facing services available at top performance by maintaining the constant health of the supporting systems.
  • Incident Management - Technical support role during major incidents
  • Ability to operate in the high-pressure environment and troubleshoot complex issues quickly, while successfully handling multiple priorities.
  • Enhance our monitoring systems by developing new software systems to promote early detection, full stack and cross platform correlation, and automated probable root cause identification
  • Automate Site Reliability Engineering operations by developing software applications and API Integrations to connect disparate systems
  • Participate in the technical review of incidents, partnering with R&D teams
  • Develop debugging tools to assist engineers in diagnosing production service problems
  • Participate in on-call rotation
  • Apply software development workflows to operational environments
  • Partnering with application teams on new services/features and capacity planning per business needs.
  • Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for securing.

Qualifications

Number of Years of Work Experience: 8. Minimum 5+ years hands-on DevOps experience. At least 3 years of experience managing teams

 

Required Skills:

  • Lead a team of Site Reliability Engineers on projects for users and be directly responsible for uptime.
  • Develop stakeholder relationships, working with teams across the business to ensure upstream and downstream processes exist to support meeting SLAs and OLAs.
  • Own end-to-end availability and performance of key services and build automation to prevent problem recurrence.
  • Lead by example, mentor the team and establish credibility through quality technical execution.
  • Manage on-call rotations across continents, using a follow-the-sun model.
  • Design, write and deliver software to improve the availability, scalability, latency and efficiency of Azure's services.
  • Foster a culture that leverages metrics to make informed decisions and guide change.
  • Experience in support of distributed systems with Linux & Windows knowledge.
  • Experience in a role with hands on complex Technical Problem Solving as a daily duty
  • Self Motivated
  • Ability to work independently and as part of a team
  • Excellent Communication Skills
  • Be curious and ask questions

Preferred Skills:

  • Systems/Network administration background
  • Knowledge of administrative tools and protocols
  • Knowledge of Infrastructure as Code tools such as Azure ARM Templating or Terraform
  • Knowledge of Configuration Management tools such as SaltStack, Puppet or Ansible
  • Understanding and experience in cloud infrastructure and platforms, such as Azure
  • Agile development experience/understanding
  • Python /PowerShell or other scripting experience
  • Experience in implementations, administration and maintaining monitoring systems
  • Experience working on Federal projects.
  • Experience with the Security Content Automation Protocol (SCAP)
  • Experience with Security Technical Implementation Guides (STIG)

Education: BS in computer science or related discipline

Additional Information

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.  

 

Nuance Communication Inc.  is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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Location

Our headquarters is in Burlington, 30 minutes from downtown Boston, right off 128 and across the street from Wayside Commons (hello, shopping!).

An Insider's view of Nuance Communications

What does your typical day look like?

I’m responsible for overseeing my team’s progress on various Corporate BI initiatives. Every morning I check in our global team to address questions they may have while developing code for designs I have created. I keep in touch with our customers, give them updates on our progress and ensure that we deliver what’s important to them.

Shivani

Principal Business Systems Analyst

How do you empower your team to be more creative?

We unlock the creative potential in everyone by creating an environment where people can trust each other and express their views freely. We follow three principles: focus on the customer and empathize to understand their needs, encourage risk taking, and create a platform to share the stories outlining creative ways teams solved problems.

Raghu

Vice President, Engineering

What projects are you most excited about?

I am excited to be part of a company-wide purpose and business culture focus. I have been with the company less than a year, and I can really see and feel the positive energy in the air. This project has and will open up avenues for employees to become further engaged in other aspects of the company such as community service opportunities.

Mariann

Senior Accountant, Corporate Accounting

What are Nuance Communications Perks + Benefits

Nuance Communications Benefits Overview

Join Nuance and you will be immersed in our culture of health. We offer comprehensive medical, dental, vision and financial health plans that provide peace of mind now and in the future. Your family and friends will enjoy spending time with you thanks to our generous paid time off and flexible work benefits. And you will feel empowered to be your best self by utilizing our fitness and wellness offerings.

Culture
Volunteer in local community
The Nuance Cares program offers employees up to 16 volunteer hours of paid volunteer time off each year supporting a qualified non-profit organization of their choice.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Team owned deliverables
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Happy Hours
Parking
We offer employees Free on-site garage parking.
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Online course subscriptions available
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