Sr Service Engineer

3P Incident Commander - Job Description

About Providence:

At Providence, we are grounded in our goal to serve all as we engineer for the future of healthcare. Our team builds the tech to enable our caregivers to deliver better healthcare outcomes and enhanced continuity of care. We focus on engineering, modern infrastructure, data intelligence, cloud, digital innovation, professional services, cyber security and application development & support.

Providence Global Innovation Center, launched in Feb 2020, is the first development and innovation center of Providence outside the United States. Providence is a $25B organization and is one of the largest health systems in the United States. At Providence, our 119,000 caregivers (employees) serve in 51 hospitals, 1,085 clinics and provide a comprehensive range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington.

Providence GIC will help achieve our vision of health for a better world and be at the forefront of innovation in the healthcare industry. We will have focused efforts around healthcare technology and play a vital role in driving digital transformation. In addition, we will enable improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.

Providence Global Center recently launched in Hyderabad, India as Global Capability Center for Providence looking to leverage the India talent to help meet our global vision and scale our Information Services and products to the world of Cloud.

What will you be responsible for

• 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 postmortem 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.
• Act as an escalation point for 2P Incident Commanders during high severity or business critical incidents.
• Drive executive level communication and coordinate with senior leadership during enterprise impacting outages.
• Lead cross-functional war rooms involving Infrastructure, Cloud, Security, Application and Vendor teams.
• Knowledge of crisis management situations and readiness.
• Review recurring incident trends and drive strategic service improvement initiatives.
• Provide governance oversight on incident management, process adherence, and operational maturity.

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 Agreements or Operational Level Agreements.
• Identify Incidents for review and participate in incident review meeting.
• Coordinating with Service owners on repetitive issues and driving the rootcause by following the 5Y method.
• Works in conjunction with Continual Service Improvement (CSI)
• Establishing measurements and targets to improve process effectiveness and efficiency.
• Utilize PowerBI 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.
• Conduct operational reviews with support teams on repeated incidents and service gaps.
• Drive coordination during multi tower or enterprise-wide incidents requiring senior incident leadership.
• Support implementation of process improvements, automation opportunities, and operational governance initiatives.
• Mentor junior/2P Incident Commanders on incident handling, communication and operational processes.

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.
• 7-10 years of experience in Incident and major incident management.
• 5+ years of experience in monitoring, Incident management and all modules under ITIL.
• Hands on knowledge on resolving servers, storage, databases, and network issues & application issues.
• Expertise in ServiceNow, monitoring tools such as SCOM and SolarWinds.
• 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.
• Experience managing enterprise level incidents with executive visibility and business critical impact.
• Strong understanding of operational governance, service improvement, and incident trend management.
• 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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