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Senior Service Engineer

About Providence

Providence, one of the US’s largest not-for-profit healthcare systems, is committed to high quality, compassionate healthcare for all. Driven by the belief that health is a human right and the vision, ‘Health for a better world’, Providence and its 121,000 caregivers strive to provide everyone access to affordable quality care and services.

Providence has a network of 51 hospitals, 1,000+ care clinics, senior services, supportive housing, and other health and educational services in the US.

Providence India is bringing to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation, and play a vital role in driving digital transformation of health systems for improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.


Why Us?

  • Best In-class Benefits
  • Inclusive Leadership
  • Reimagining Healthcare
  • Competitive Pay
  • Supportive Reporting Relation

Organization Background:

The Technology Engineering and Ops 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.

What will you be responsible for?

  • Manage end-to-end major incident seamlessly
  • 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
  • Collaboratively work with internal support teams and external vendors to provide highly available, secure, and reliable
  • infrastructure services.
  • Drive Rootcause Analysis.

What would your day look like?

  • Identify critical impacting issues, Open bridge, pull SMEs, capturing timelines and drive end to end incident, document triage steps for troubleshooting.
  • End to End support on issues and escalating to right resolver teams to ensure targets are met as per SLA’s.
  • Notifying timely updates via SMS & notifications to the service owners, application owners and caregivers.
  • Identifying the alerting opportunities to proactively work on any reoccurrence of incidents.
  • Perform trend Analysis and coordinate with support team for permanent fix.
  • Troubleshoot enterprise level infrastructure issues, solving business impacting issues and day-to-day incidents.
  • Review incident, problem, change and request aging and work with resolver group members to ensure compliance with process guidelines.
  • Compile, analyze and report on Incident data to leadership team.
  • Good Knowledge on Agile process and Devops
  • Coordinating with the support team to ensure the RCA is being investigated and documented following the 5Y process.

Who are we looking for?

  • 4-6+ years of experience in monitoring and Incident management
  • Experience in automations on PowerShell and any other scripting knowledge
  • Expertise in ITIL (incident and event management), Agile and Devops process
  • Strong communication skills with excellent interpersonal skills both in written and verbal correspondence
  • Expertise in monitoring tools such as SCOM and/or AppInsights
  • Understanding of LAN, ports & services, subnets, routing etc.
  • Flexibility to work in 16/7 shifts (no night shifts) and on holidays
  • Ability to work in ambiguous work environment with global team setup
  • Experience working in feature crew model, knowledge of Agile framework
  • Ability to learn and adapt to changing landscape and acquire new skills with technology advancement and improving domain knowledge.
  • Azure Certifications: Az 900 recommended . Powerpoint PL-900

A bachelor's degree in computer science or information science or related

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.

Contact our Integrity hotline also, read our Code of Conduct.

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