Service Engineer 2

Role Summary

The Service Engineer is responsible for day-to-day service operations, platform support, and operational engineering with a primary focus on VMware platform services, along with administration of Windows or Linux environments. This role is centered on service availability, incident and change execution, monitoring, operational readiness, problem follow-up, and continuous service improvement. The engineer works closely with global operations teams, internal engineering partners, and third-party healthcare vendors to ensure stable and reliable infrastructure services. Cloud exposure is good to have.

Key Responsibilities

• Provide operational support for Windows Server or Linux (RHEL/SUSE) environments as part of core infrastructure services
• Deliver day-to-day operational support for VMware vSphere services, including provisioning, monitoring, capacity tracking, performance support, patch coordination, and availability management
• Basic exposure to Azure or AWS operations such as monitoring, alert handling, backup, or patch support is an added advantage
• Monitor infrastructure services using observability and monitoring tools (metrics, logs, alerts, dashboards) and take action through defined support and escalation procedures

• Execute infrastructure requests, changes, and standard service tasks using documented, repeatable, and automation-enabled processes
• Support service transition and migration activities through server readiness checks, data collection, cutover execution, and post-change validation
• Assist with operational automation and configuration standardization using tools such as Ansible, Terraform, PowerShell, or Bash under guidance
• Contribute to service reliability and operational stability by supporting availability, recoverability, and performance objectives
• Participate in incident response, service restoration, problem follow-up, and root cause analysis for infrastructure services
• Coordinate with third-party healthcare application vendors during incidents, planned changes, maintenance windows, and service recovery activities
• Collaborate with global service delivery teams and participate in shift-based or on-call support models as required for service continuity
• Create and maintain runbooks, SOPs, knowledge articles, and operational documentation to support consistent service delivery

Required Skills & Experience

• 2-4 years of experience in service operations, infrastructure support, or platform engineering roles
• Strong hands-on experience in VMware vSphere operations and administration of Windows or Linux environments
• Experience with monitoring, alerting, backup, operational checks, and routine service support in enterprise environments
• Working knowledge of ITSM/ticketing tools, service request handling, incident workflows, and change process execution
• Foundational scripting or automation skills using PowerShell, Bash, or similar tools to improve service efficiency

• Awareness of GitHub or similar version control systems
• Good verbal and written communication skills

Certifications (Preferred)

• VMware Certified Technical Associate (VCTA) or entry-level VMware Certified Professional (VCP)
• Microsoft Azure Fundamentals (AZ-900) or AWS Certified Cloud Practitioner would be good to have

• ITIL 4 Foundation

Good to Have (Entry-Level Accelerators)

• Exposure to Healthcare IT environments (EHR/EMR, PACS, LIS, clinical applications)
• Basic awareness of regulated environments (HIPAA, SOC, ISO concepts)

• Exposure to Azure or AWS service operations and basic cloud support concepts

• Experience working with globally distributed teams
• Comfort with shift-based or on-call support models