Senior Service Engineer

2P Incident Commander - Job Description

Organization Background:

• The Engineering Services & Infrastructure 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.
• The team is also driving the adoption of AI, Copilot, Automation, and Monitoring capabilities to improve operational efficiency, trend analysis, and incident response processes.

What will you be responsible for

• Monitor critical events and alerts and route them to the appropriate teams. Initiate bridges that require coordination across multiple teams to resolve issues.
• Monitor the centralized Mission Control channel and NOC mailbox and respond to Genesys for calls related to potential issues.
• Maintain response to SLA commitments for queries submitted to Mission Control for assistance.
• Engage the right assignment group for the events.
• Engage vendors to address carrier-related issues.
• Lead End to End Major incident management process effectively.
• Drive structured troubleshooting, escalation, and decision-making during high-pressure situations.
• Clear stakeholder & leadership communication.
• Accountable for the overall quality of the process and in compliance with the procedures, data models, policies, and technologies associated with the process.
• Ensure creation of incident timelines, root cause summaries, and repair items.
• Lead or support Major Incident Reviews (MIRs) and post-mortem discussions.
• Work closely with NOC/Monitoring teams for faster identification and resolution of critical incidents.
• Identify opportunities to leverage AI, Copilot, and Automation for repetitive operational activities and trend analysis.

What would your day look like

• Identify critical impacting issues, Drive bridges effectively, pull SMEs and drive end to end incidents, document steps for troubleshooting, and send timely communications.
• Auditing of incident tickets for ensuring proper documentation and follow up with Service Lines if found non-compliant.
• Very strong in creating process and technical documentation.
• Ensure that the incidents are tracked with correct categorization and prioritization.
• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreement or Operational Level Agreements.
• Identify Incidents for review and participate in incident review meetings.
• Coordinating with Service owners on repetitive issues and driving the root cause by following the 5Y method.
• Works in conjunction with Continual Service Improvement (CSI).
• Establishing measurements and targets to improve process effectiveness and efficiency.
• Utilize Power BI dashboard to build interactive and visually appealing dashboards and reports.
• Managed Agile feature tasks and subtasks, facilitated clear impediments.
• Following 30,60 and 90 models to all the new caregivers for effective knowledge transfer.
• Focus on alert reduction and driving support teams towards permanent fix for repetitive alerts.
• Work with monitoring tools and NOC teams to identify trends, recurring alerts, and operational gaps.
• Adopt AI & ML learnings for quick trends analysis & repetitive patterns.

Who are we looking for

• A bachelor's degree in computer science or related field education/experience.
• Well versed with ITIL, DevOps and Agile model.
• 5-8 years of experience in NOC, Incident and major incident management.
• 4+ years of experience in monitoring, Incident management and all modules under ITIL.
• Hands on knowledge on resolving servers, storage, database, and network issues & application incidents.
• Expertise in ServiceNow, monitoring tools such as SCOM, SolarWinds, Netapp.
• Experience in administration of workloads on Microsoft Azure (IaaS).
• Exposure or knowledge on AI tools, Copilot, Automation platforms, or operational AI capabilities is preferred.
• Experience working in NOC/Monitoring environments will be an added advantage.
• Strong communication skills with excellent interpersonal skills both in written and verbal correspondence.
• Flexibility to work in 16/7 shifts (no night shifts) and on holidays.
• A bachelor's degree in computer science or information science or related field.

Providencene
Providence's vision to create Health for a Better World aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization's success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.
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