Technical Incident Manager at Cerence

Mulshi, Maharashtra, India

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, AutomotiveIndustries

Requirements

Degree level education or relevant experience, with a minimum of 5 years work experience in the technology field
Technical understanding of SaaS based hosting or cloud environments or a background within a 24x7 Operations Centre or NOC environment
Technical understanding of Cloud environments, preferably with hands on experience of either Microsoft Azure, Amazon AWS or Google Cloud
Exposure to high transaction, high availability, 24x7 mission critical environments
Real-world exposure to incident management, problem management, change management, and a strong understanding of SLAs and OLAs
Strong crisis management skills - able to lead, direct others and remain calm in stressful situations
Ability to assess and respond to monitoring tools and alerts (such as Opsgenie, SolarWinds, Nagios, HP OMi, or equivalent tools)
Knowledge and experience in multi-platform technology environments
Ability to influence and lead technical conversations with various internal/external groups
Must be able to assimilate information quickly, make informed decisions and prioritise accordingly
Thrive in a fast-moving environment and cope with and react to constant change
Experience of Service Management ticketing tools (such as JIRA, Remedy, Service Now or equivalent)
Flexibility to work shifts
Confident, self-assured and proactive, with strong interpersonal skills
Excellent communications skills - verbal, written and presentation
A ‘can do’ attitude
Energy and commitment
Preferred: ITIL V4 Foundation level Certification is desirable but not essential
Preferred: Good Linux skills at command line level

Responsibilities

Monitoring the end to end service solutions to identify potential service issues and failures
Resolving issues by applying known fixes
Performing technical system checks and implementing preventive measures
Coordinating and driving for resolution of all Incidents to meet customer(s) SLAs
Accurately record and update incident tickets through their lifecycle
Generating accurate and informative incident communications and updates regularly throughout incidents including executive summaries upon resolution
Leading and driving support teams to facilitate the prompt resolution of incidents
Documenting follow-up actions identified during and after incidents and driving these as service improvement items
Generating root cause analysis reports for problems causing incidents
Ensuring operational pre/post shift readiness and coordinating shift handovers
Ensuring adherence to departmental policies and processes

Skills

Key technologies and capabilities for this role

Incident ManagementProblem ManagementSaaSCloudMicrosoft AzureAmazon AWSGoogle CloudNOCRoot Cause AnalysisSLA ManagementService Monitoring

Questions & Answers

Common questions about this position

What experience level is required for this Technical Incident Manager role?

A minimum of 5 years work experience in the technology field is required, along with degree level education or relevant experience.

Is this a remote position, or does it require office work?

This information is not specified in the job description.

What are the key technical skills needed for this role?

Technical understanding of SaaS based hosting or cloud environments (Azure, AWS, or Google Cloud), experience with monitoring tools like Opsgenie or SolarWinds, and Service Management ticketing tools like JIRA or ServiceNow are essential.

What is the salary or compensation for this position?

This information is not specified in the job description.

What shift flexibility is required for this job?

Flexibility to work shifts is required, given the 24x7 Operations Centre environment.

Cerence

AI solutions for automotive in-car experiences

About Cerence

Cerence develops AI-powered solutions specifically for the automotive industry, focusing on improving the in-car experience for drivers and passengers. Their products include voice recognition systems and AI-driven assistants that enhance entertainment, connectivity, and safety while driving. Cerence collaborates with major automotive manufacturers to integrate these technologies into vehicles, such as the Mercedes Benz User Experience. Unlike many competitors, Cerence emphasizes a comprehensive approach that includes ongoing support and upgrades, ensuring their technology adapts to trends like smart cities and electric vehicles. The company's goal is to transform transportation and shape the future of mobility through innovative and user-friendly solutions.

Burlington, MassachusettsHeadquarters

2019Year Founded

$190MTotal Funding

IPOCompany Stage

Automotive & Transportation, AI & Machine LearningIndustries

1,001-5,000Employees

Risks

Increased competition from SoundHound threatens Cerence's market share.

Voice AI payments trend pressures Cerence to expand beyond automotive.

CEO Brian Krzanich's appointment may lead to disruptive strategic shifts.

Differentiation

Cerence specializes in AI-powered solutions for the automotive industry.

The company collaborates with industry leaders like Nuance and Daimler.

Cerence's solutions include voice recognition and AI-driven assistants.

Upsides

Cerence's partnership with Mapbox enhances voice-powered navigation for cars.

The introduction of CaLLM Edge positions Cerence as a leader in automotive AI.

Growing two-wheeler market offers expansion opportunities for Cerence Ride.

Land your dream remote job 3x faster with AI

Try Jobo Free