Principal Network Operations & Service Quality Engineer

Cerence; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A leading company in automotive voice and AI technology is seeking a dedicated professional to enhance their ITIL-based problem management processes. The role involves coordinating incident responses, mentoring team members, and driving service improvements. Candidates should possess strong leadership and communication skills, along with ITIL certification and experience in high-transaction environments. Join a passionate team at Cerence and contribute to innovative automotive technology.

Qualifications

• Experience in incident, problem, and change management.
• Experience in a high availability, mission-critical setting.

Responsibilities

• Define and establish an ITIL-based problem management process.
• Coordinate major incident response and conduct RCA investigations.
• Mentor team members and drive adherence to problem management processes.

Skills

Leadership

Organizational Skills

Communication

Data Analysis

Education

ITIL Certification

Tools

Excel

Job description

A Moving Experience

Responsibilities:

• Define, document, and establish an ITIL-based problem management process and facilitate continual process improvement across this and other processes such as incident and change management.
• Coordinate Major incident response as Incident Commander and conduct early RCA investigations, including out-of-hours “on call” support.
• Coordinate shift staffing, including cover for absences and holiday requests.
• Perform the duties of the Operations Centre Manager in their absence.
• Work with monitoring teams to improve the quality of existing and new monitoring services delivered to the operations centre.
• Mentor team members and act as point of escalation for technical and administrative queries. Coordinate team training for new starters and address knowledge gaps, ensuring knowledge articles are updated and current.
• Coordinate with relevant teams to drive the resolution and closure of problems by ensuring permanent fixes are tested and implemented into production within SLAs. Identify workarounds and monitoring improvements to reduce resolution times.
• Drive adherence to the problem management process across operations and supporting functions.
• Proactively analyze incidents and trends to identify problems and drive remediation before they impact services, using RCA methodologies.
• Hold regular Problem Management status updates with stakeholders and present reports for monthly service performance reviews, establishing KPIs and demonstrating process performance against these.
• Lead post-incident reviews to identify and document process and service improvement opportunities. Produce comprehensive Reason for Outage reports for senior and executive management following service outages.

Required Skills:

• ITIL certification with real-world experience in incident, problem, and change management.
• Experience with different RCA methodologies and major incident response.
• Knowledge of multi-platform cloud-based environments.
• Excellent leadership skills to lead virtual crisis teams.
• Strong organizational skills.
• Excellent verbal and written communication skills.
• Proficient in Excel, data extraction, and reporting to analyze high-volume data and identify trends.
• Experience from an Operations or Control Centre environment in a high transaction, high availability, 24x7 mission-critical setting preferred.

About Cerence Inc.

Cerence Inc. (Nasdaq: CRNC, www.cerence.com) is a global leader in creating innovative automotive voice and AI experiences. Spun out from Nuance in October 2019, Cerence works with leading automakers worldwide, transforming the in-car experience with voice assistants across more than 70 languages and over 500 million cars on the road.

As Cerence looks to the future and pursues growth, we seek team members to help shape the future of voice and AI in automotive technology. Join our passionate, global team and be part of industry-leading innovation.

Equal Opportunity Employer

Cerence is committed to Equal Employment Opportunity (EEO) and complies with all applicable laws prohibiting discrimination based on age, race, gender, gender identity, sexual orientation, disability, and other protected classes.

All employees should adhere to security policies, including reporting suspicious activity, following security protocols, and respecting corporate security procedures. Basic knowledge of information security and data privacy is recommended, with internal training available to demonstrate this knowledge.