Service Engineer 2

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 drivingthe adoptionof 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 andalerts androute them to theappropriate teams. Initiate bridges that require coordination across multiple teams to resolve issues.

• Monitor the centralized Mission Control channel and NOCmailbox andrespond toGenesys forcalls related to potential issues.

• Maintainresponse toSLA 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

• Identifycritical impacting issues, Drive bridges effectively, pull SMEs and drive end to endincidents, document steps for troubleshooting, and sendtimelycommunications.

• 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 thatthe 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 reviewmeetings.

• Coordinating with Service owners on repetitive issues and driving theroot causeby 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,facilitatedclear impediments.

• Following 30,60 and 90modelsto 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 orrelatedfield education/experience.

• Well versed with ITIL, DevOps and Agile model.

• 5-8 years of experience inNOC,Incident and major incident management.

• 4+ years of experience in monitoring, Incident management and all modules under ITIL.

• Hands on knowledge on resolvingservers, storage,database, and network issues & application incidents.

• Expertisein ServiceNow,monitoringtools 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 and on holidays.

• A bachelor's degree in computer science or information science or related field.