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Senior/Principal Application Support Engineer

Apply Job ID 1-42185 Date posted 09/12/2019 Location Canberra, Australia

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 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.  

Job Summary:

Position summary:

The role of the Senior Support Engineer is to ensure continual operations of a managed software service in an on-site engagement in Canberra.  They will a part of a managed services team supporting web-based technologies and IVR Call Center based solutions.  Responsibilities includes team lead for local service desk team, monitoring and reporting on service quality, supporting customer requests, conducting software deployments into multiple environments, providing quality assurance practices and processes and working in both 1st and 2nd level incident management as required.  They will work in close conjunction with both our business partner and Nuance development teams based in Australia and product teams around the world.

Principal duties and responsibilities:

Operate on customer site in Canberra as part of a service desk team.  This will include some after-hours work and being part of an on-call work roster.
Perform system monitoring and reporting of managed software applications/infrastructure.
Logging all relevant incident/service request details, applying categorisation and prioritisation codes.
Providing first-line investigation and diagnosis.
Resolving incidents/service requests when first contacted whenever possible.
Liaise between Nuance and our business partner on customer incidents.
Escalating incidents/service requests that they cannot resolve within agreed timescales.
Automating workflows where possible.
Change Management and Quality Assurance of Production and Test environments.
Maintaining system and operational documentation, and ensuring knowledge bases are up to date.
Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for securing

Knowledge, skills and qualifications– 

Key attributes:

Must have current or be eligible for an Australian NV1 security clearance 

Applicants have a minimum of 6 years working within software application support.

Applicants ideally have a history of working within complex software architectures. 

Applicants ideally have some leadership experience.

Applicants have experience with change and incident management.

Applicants display an aptitude for learning new technologies and practices.

Applicants must possess strong reasoning/troubleshooting skills to solve problems quickly, help identify, report or resolve issues that may arise.

Applicants will have strong communication skills both written and verbal and be able to represent the company as the customer facing interface for day to day operations. 

Education:Bachelor’s degree (IT /CS/related discipline), but not required in lieu of experience.

Minimum years of work experience:6 Years

Required skills:

Good knowledge of IIS, Tomcat, web services and troubleshooting for each of those.
Good understanding of scripting and tools used in software delivery and assurance.  Applicant will have skills in at least one of Windows batch, PowerShell, groovy, bash / Linux commands.
Strong windows server knowledge.
Experience with source control and software distribution products e.g. SVN, GIT, Nexus, Artifactory. 
Knowledge of networks and network protocols / troubleshooting.
Applicants will have a working knowledge of object-oriented programming language.
Experience with ticketing and ITSM products such as JIRA, HP ALM, Remedy
Basic DB skills for traditional DB types e.g. SQL, DB2, Oracle.
ITIL qualifications or experience

Preferred skills:

Experience with Speech recognition, Voice verification technologies, IVR technologies
Experience with software build services and pipelines
SIP and Telephony infrastructure, configuration and troubleshooting experience of these services

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.


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