Systems Support Engineer(windows Monitoring)

Systems Support Engineer (Windows Monitoring)

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.

Note:- This is a hybrid opportunity and few days work from office is required (office is in Baroda, Gujarat)

Experience & Knowledge:

• Must be willing to work in hybrid model (few days work from Office and office is in Baroda, Gujarat)
• Candidate must have a 6 months to 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)

Job Duties and Responsibilities:

• Perform Recording Review to See User Experience and impact
• Collect Application Logs and escalate the case to the Development Team
• Builds strong, positive relationships with the customer and other team members.
• Provides technical guidance for Customers to strengthen their knowledge or technical skill levels.
• Able to read and execute Structured Query Language (SQL) commands.
• Check efficient config setting for functional/ component, Perform the workflow Testing to Reproduce the issue.

Responsibilities:

• Working in a 24*7 operational environment with rotational shifts.
• Responsible for handling Level 2 analysis, troubleshooting, and resolution.
• Perform Recording Review to See User Experience and impact
• Collect Application Logs and escalate the case to the Development Team
• 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.

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