Offer summary

Qualifications:

ITIL certified with real-world experience in incident, problem, and change management., Demonstrable experience with RCA methodologies and major incident response., Strong leadership and organizational skills, with excellent verbal and written communication abilities., Experience in multi-platform cloud-based environments and proficiency in data analysis and reporting..

Key responsibilities:

Define and establish an ITIL-based problem management process and facilitate continual improvement.

Coordinate major incident responses and manage shift staffing, including on-call support.

Mentor team members, coordinate training, and ensure knowledge articles are current.

Analyze incidents to identify problems and drive remediation, while leading post-incident reviews and reporting.

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 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 quality of existing and new monitoring being 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 across the team, ensuring knowledge articles are updated and current.
Co-ordinate with relevant teams to drive the resolution and closure of problems by ensuring permanent fixes are tested and then implemented into production within SLAs, as well as identify workarounds and monitoring improvements that can be implemented by operations to reduce resolution times.
Drive adherence to the problem management process across operations and supporting functions.
Proactively analyse 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 with management, establishing KPIs and demonstrating performance of the process against these.
Lead post Incident reviews to identify and document process and service improvement opportunities. Produce comprehensive Reason for Outage reports to senior and exec level management following service outages.

Required Skills:

ITIL certified and real-world exposure to incident management, problem management, and change management.
Demonstrable experience of different RCA methodologies and major incident response.
Knowledge and experience in multi-platform cloud-based environments.
Excellent leadership skills and the ability to lead others in a virtual crisis team.
Excellent organizational skills.
First class communication skills both verbal and written.
Strong Excel, data extraction and reporting skills to analyse high volume of data and identify trends.
Preferably have come from an Operations / Control Centre in a high transaction, high availability, 24x7 mission critical environment.

Cerence Inc. (Nasdaq: CRNC and www.cerence.com) is the global industry leader in creating unique, moving experiences for the automotive world. Spun out from Nuance in October 2019, Cerence is a new, independent company that has quickly gained traction as a leader in the automotive voice assistant space, working with all of the world’s leading automakers – from Ford and Fiat Chrysler to Daimler, Audi and BMW to Geely and SAIC – to transform how a car feels, responds and learns. Its track record is built on more than 20 years of industry experience and leadership and more than 500 million cars on the road today across more than 70 languages.

As Cerence looks to the future and continues an ambitious growth agenda, we need someone to join the team and help build the future of voice and AI in cars. This is an exciting opportunity to join Cerence’s passionate, dedicated, global team and be a part of meaningful innovation in a rapidly growing industry.

EQUAL OPPORTUNITY EMPLOYER

Cerence is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, gender identity, gender expression, sex, sex stereotyping, pregnancy, national origin, ancestry, religion, physical or mental disability, medical condition, marital status, citizenship status, sexual orientation, protected military or veteran status, genetic information and other protected classifications. Cerence Equal Employment Opportunity Policy Statement.

All prospective and current Employees need to remain vigilant when it comes to executing security policies in the workplace. This includes:

- Following workplace security protocols and training programs to familiarize with the ways to maintain a safe workplace.
- Following security procedures to report any suspicious activity.
- Having respect for corporate security procedures to allow those procedures to be effective.
- Adhering to company's compliance and regulations.
- Encouraging to follow a zero tolerance for workplace violence.

- Basic knowledge of information security and data privacy requirements (e.g., how to protect data & how to be handling this data).

- Demonstrative knowledge of information security through internal training programs.

Required profile