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Associate Manager Managed Services - Req 2405

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 Summary:

We are seeking a results-driven Associate Manager to lead infrastructure operations across Network, Citrix, Backup, and Storage technologies in a 24x7 support model. This individual will also play a critical leadership role in driving AI and automation initiatives aligned with Altera’s strategic vision for intelligent infrastructure operations.

The ideal candidate will combine strong technical expertise, operational leadership, and a deep focus on transforming traditional IT operations through AI, machine learning, and intelligent automation.

Key Responsibilities:

Infrastructure Operations Management

  • Manage daily operations for client Network, Citrix, Backup, and Storage environments within a 24x7 support model.
  • Oversee incident, problem, change, and request management activities, ensuring adherence to SLAs and ITIL-aligned processes.
  • Ensure infrastructure uptime, health monitoring, patching, RCA, and preventive maintenance across all client environments.
  • Actively participate in shift handovers to ensure smooth operational continuity, accurate knowledge transfer, and seamless service delivery across all support teams.
  • Championing the adoption of intelligent automation tools to reduce manual intervention and improve service efficiency.
  • Leading AI-driven initiatives to enhance infrastructure operations through intelligent monitoring, automation, and self-healing capabilities.

Technical Oversight

  • Network: Oversee LAN/WAN, firewalls, switches, routers, VPNs (Cisco, Fortinet, Palo Alto).
  • Citrix: Manage CVAD, Citrix ADC/NetScaler, StoreFront, Citrix Director, and profile management.
  • Backup: Administer solutions such as Veeam, Commvault, and NetBackup across client estates.
  • Storage: Manage SAN/NAS environments including NetApp, Dell EMC, and HPE platforms.
  • Collaborate closely with support teams and clients to ensure end-to-end issue resolution.

Team Leadership & 24x7 Operations

  • Lead and manage a team of T2/T3 engineers working in rotational shifts to provide 24x7 infrastructure support.
  • Manage staffing, shift rosters, and workload distribution for continuous coverage.
  • Conduct regular performance reviews, coaching, and upskilling initiatives to enhance team effectiveness.
  • Promote a culture of ownership, accountability, and service excellence.

Client Engagement & Reporting

  • Act as the operational escalation point for infrastructure services.
  • Partner with Service Delivery Managers and client stakeholders to address service issues, improvements, and reviews.
  • Share weekly/monthly reports on SLA performance, ticket trends, RCAs, and improvement actions.

Process, Compliance & Service Improvement

  • Ensure compliance with ITIL best practices for Incident, Change, Problem, and Configuration Management.
  • Maintain up-to-date SOPs, runbooks, and operational documentation.
  • Lead or support automation, optimization, and self-heal initiatives to improve operational efficiency.
  • Ensure audit readiness, security policy compliance, and DR process adherence.

Required Qualifications:

  • Bachelor’s degree in computer science, Information Technology, or a related field.
  • 5+ years of IT infrastructure experience, with at least 2–3 years in a leadership role managing 24x7 support teams.
  • Strong knowledge in following areas:
    • Network (Routing, Switching, VPN, Firewalls)
    • Citrix (Virtual Apps & Desktops, ADC/NetScaler)
    • Backup (Veeam, Commvault, NetBackup)
    • Storage (NetApp, Dell EMC, HPE)
  • Experience with ITSM tools (ServiceNow).
  • Good understanding of monitoring platforms (SolarWinds, Logic Monitor, PRTG, etc.).

Preferred Certifications:

  • CCNA/CCNP, Citrix CCA/CCP-V, Veeam VMSP/VMTSP, ITIL Foundation, NetApp NCDA/NCIE

Key Competencies:

  • Strong leadership and communication skills.
  • Ability to work under pressure and manage teams in a 24x7 operational support model.
  • Strong analytical mindset with a proactive approach to service improvement.
  • Experience in hybrid environments (on-prem + Cloud preferred).
  • Familiarity with Automation and AIOps tools.

 

 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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