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Rec ID 1918 - Systems Engineer

India

Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.

Job Duties and Responsibilities:

  • Would act as primary contact for the assigned sites from monitoring perspective and Pro-actively identify operational issues and trends.
  • Perform Trend Analysis to eliminate recurring issues and provide a permanent fix.
  • Builds strong, positive relationships with the customer and other team members.
  • Provides technical guidance for Customers to strengthen their knowledge or technical skill levels.
  • Analyze major incidents to ensure that effective monitoring is in place for the proactive identification of such issues.
  • Conduct pre- and post-upgrade validation during client upgrades, while closely monitoring and reporting ongoing issues.
  • Perform Quality check for the work done with respect to first level of troubleshooting.
  • Responsible for preparing daily/weekly/monthly Problem Management reports and Monthly status reports

Role: System Systems Engineer

Responsibilities:

  • Working in a 24*7 operational environment with rotational shifts.
  • Providing premium client services, working with the client, tracking their ongoing issues, and helping them resolve those issues.
  • Providing weekly/monthly client read-outs and presentations
  • Identify, qualify & help drive the issues/bugs to remediation/resolution.
  • Keep track of identified issues/fixes and drive this resolution across the client base.
  • Assess the extremely complicated application and database performance issues and drive them to resolution.
  • Identify known issues and turn them into an alert and establish operational workflow with operational teams.
  • Prepare necessary documentation regarding technical procedures as well as operational procedures.
  • Participate in weekly/daily technical/leadership calls to update on the progress.
  • Builds strong, positive relationships with the customer and other team members.
  • Provides technical guidance for Customers to strengthen their knowledge or technical skill levels.

 Experience & Knowledge:

  • Candidate must have a 2-3+ years of experience in supporting Proactive Work and monitoring
  • Understand Global Command Center/Service desk/Frontline Monitoring operations
  • Ensure team adherence to all team, account, and client policies and procedures.
  • Experience/Knowledge of Application/Infrastructure Monitoring tools/solutions.
  • Experience in Windows servers infrastructure and. Net-based Application Support, IIS, worker process thread, Web config,  Event Logs
  • Basics of Networking and Azure Monitoring
  • Intermediate level of experience in SQL. E.g., SQL Jobs, SQL queries, Blocking, Always On
  • Experience with ITSM tools such as Service desk/ServiceNow.
  • Basic knowledge of ITIL framework (V3.0 foundation certificate would be added advantage)
  • Creative data reporting/presentation - PowerBI, Excel, Pivot tables, charts etc
  • International support experience (preferably US or Europe i.e., good command of verbal and written English)

Good to Have:-

  • Understanding of healthcare-related applications, patient care environments.
  • Understanding of Azure environments.

Academic and Professional Qualifications:

  • Bachelor’s Degree in computer science/IT
  • Any relevant IT certification would be a plus.
  • Strong interpersonal and communication skills (written and verbal) are a must to maintain our customer’s 1st focus, document processes, and communicate effectively within the team

 Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by local law.

If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at:

HR.Recruiting@AlteraHealth.com

 

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