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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

What will you be responsible for: 

The ideal candidate will have skills in service operations and PMO. Candidate should be adept at applying his/ her experience with a focus on problem solving, improving user experience, evolve system maturity and escalations reduction in an E2E system. Candidate should be highly collaborative and have a strong drive for high quality and service excellence focus.

  • Act as Production support escalations and solution engineer, debug, analysis production failures and provide immediate solution and wherever possible permanent fixes.
  • Develop Application SME skills; document the application process flows, business logic for ease in application triage. Create and update knowledge base articles and share with the team.
  • Ensure Fast, Reliable and Predictable Support ensuring best in class Customer experience by meeting defined SLAs and OLA.
  • Ensure production solutions are reliable, resilient, secure and effective and that implemented solutions are continuously monitored and documented.
  • Act as escalations contact for mission critical & revenue processing applications and drive solutions with complete end-to-end ownership.
  • Responsible for maintaining strong partnerships and working relationships with dependent internal IT groups geographically and vendors.

What would your day look like?    

  • Closely working on answering escalated user queries, handling incidence in timely manner, monitoring alerts, answering escalations, documentation and Managing applications and systems.
  • Closely work with team on the delivery, roadmap execution while continuously looking to evolve the Service Operations Maturity.
  • Partner with Service Engineering, Software Engineering and Product Management team for Quality of Service
  • Partner with Global Engineering teams on shared goals and focus on the outcomes with a collaborative mindset.
  • Own the Process Improvements, Service Improvements, Technical choices and decisions to improve the Service Delivery and customer satisfaction.

Who are we looking for? 

  • 3 – 5 years of experience in technical roles, solid user management experience
  • Strong knowledge of Incident Management, Response Management, Problem Management, Knowledge Management and Change Management Process.  
  • Excellent interpersonal, verbal, and written communication skills
  • An ability to manage complex applications. Extensive operational experience in managing and supporting service. Strong debugging and problem analysis skills required.
  • Strong Experience in production support role, Application Support, Administration, installation and debugging App services, Windows.
  • Candidates must function well in a global team environment
  • Healthcare applications’ support experience is a plus

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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