Member of Technical Staff

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

We are looking for an Alert & Incident Management Associate to join our Alert & Incident Management team which is part of Cloud Infrastructure Engineering (Network Operations Centre). You will promote a teaching and learning culture within the team and will be a NOC liaison to all internal stakeholders. As a NOC liaison, you will identify and execute on opportunities to adopt new processes within the team.

This is NOT a directly client-facing role. However, every action you take will be in the interest of an amazing user experience for athenahealth clients and internal users alike!

The Team:

NOC (Alert & Incident Management) is a Global Operations team that is responsible for 24/7/365 support of the core athenaNet application (Collector & Clinicals), all supporting Platform and Product technology services, the entire supporting infrastructure (both public and private cloud) for core athenaNet, athenahealth Enterprise applications and more things to come!

This team is laser focused on availability, reliability, stability, scalability, customer experience and development of large-scale distributed computing problems and performance of the application(s) they support, while ideally spending 50% of the time reacting to issues and the remaining 50% of the time is to make the entire system better. Laser focused on availability, scalability, and customer experience which operates within an agile environment and evangelizing and maintaining Infrastructure-as-Code.

Job Responsibilities

. Alert Management & Resolution - 40%

. Incident Management - 30%

. Continuous Improvement - 20%

. Turnover, Team Meetings, Vendor management & Ticket Work - 10%

Typical Qualifications

. 3 - 6 years of professional experience in an IT/Technology environment

. Bachelor's or Master's Degree - B.E / B.Tech / B.C.A

. The role will be for a standard shift during the weekdays and for rotational shifts on weekends.

. Strong system administration & Linux administration skills

. Previous experience working with database technology (Oracle, MySQL, Postgres, etc.)

. Proven operational background and best practices

. Experience working with a Fault Management/Monitoring tool such as Assure1, Netcool, Zabbix, SolarWinds, Nagios/iCinga, Kibana, Grafana, Splunk, xMatters, WorldPing, AppDynamics, Thousand Eyes, Prometheus, DataDog

. Working knowledge of Confluence, Jira or similar ticketing system

. Experience working with cross-functional groups and teams to achieve common goals

. Experience supporting a web application in a production environment

. Experience creating technical documentation and SOPs

. Experience delivering communications with both technical and non-technical stakeholders

. NOTE: We make every attempt to keep a consistent schedule for all team members. However, a need may arise where you'll be asked to work outside of your regular schedule.