Service Engineer

Organization Background:

The Technology Engineering and Ops team provides foundational infrastructure of Cloud Services, Network Connectivity, Data Center Hosting, Voice, Collaboration Applications, and End User Computing enables our caregivers, patients, physicians, and Community Technology partners to achieve our mission. We drive Cloud migrations, Network modernization and infra modernization across the company.

What will you be responsible for?

• Manage end-to-end major incident seamlessly
• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
• Collaboratively work with internal support teams and external vendors to provide highly available, secure, and reliable
• infrastructure services.
• Drive Rootcause Analysis.

What would your day look like?

• Identify critical impacting issues, Open bridge, pull SMEs, capturing timelines and drive end to end incident, document triage steps for troubleshooting.
• End to End support on issues and escalating to right resolver teams to ensure targets are met as per SLAs.
• Notifying timely updates via SMS & notifications to the service owners, application owners and caregivers.
• Identifying the alerting opportunities to proactively work on any reoccurrence of incidents.
• Perform trend Analysis and coordinate with support team for permanent fix.
• Troubleshoot enterprise level infrastructure issues, solving business impacting issues and day-to-day incidents.
• Review incident, problem, change and request aging and work with resolver group members to ensure compliance with process guidelines.
• Compile, analyze and report on Incident data to leadership team.
• Good Knowledge on Agile process and Devops
• Coordinating with the support team to ensure the RCA is being investigated and documented following the 5Y process.

Who are we looking for?

• 4-6+ years of experience in monitoring and Incident management
• Experience in automations on PowerShell and any other scripting knowledge
• Expertise in ITIL (incident and event management), Agile and Devops process
• Strong communication skills with excellent interpersonal skills both in written and verbal correspondence
• Expertise in monitoring tools such as SCOM and/or AppInsights
• Understanding of LAN, ports & services, subnets, routing etc.
• Flexibility to work in 16/7 shifts (no night shifts) and on holidays
• Ability to work in ambiguous work environment with global team setup
• Experience working in feature crew model, knowledge of Agile framework
• Ability to learn and adapt to changing landscape and acquire new skills with technology advancement and improving domain knowledge.
• Azure Certifications: Az 900 recommended . Powerpoint PL-900

A bachelor's degree in computer science or information science or related

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