Systems Engineer

Key Responsibilities
Incident Management & Support – Service Request:

• Supports the end-to-end incident management lifecycle to ensure systems are stable, secure, and performing accurately.
• May participate in incident review meetings to understand and provide some feedback for operational performance and solution implementation.
• Engages with cross-functional teams (e.g., Development, Cloud Engineering, Product Engineering, other IT teams) to support implementation and/or resolution for incidents, risks, or migrations.

Production Support and Incident Management

• Provide 12x7 production support for Oracle Health customer environments, ensuring system availability, reliability, and operational continuity.

• Manage incidents, service requests (SRs), and customer escalations, ensuring timely investigation, resolution, and communication.

• Participate in on-call support for critical production incidents and service restoration activities.

• Troubleshoot Citrix application delivery, virtual desktop access, user session, connectivity, and infrastructure-related issues.

Change Management and Customer Support

• Execute approved customer change management activities, including planned maintenance, infrastructure upgrades, and go-live support.

• Coordinate with Product, Engineering, Technical Program Managers (TPMs), and Infrastructure teams during customer-impacting activities.

• Ensure changes are implemented in accordance with established change management policies and procedures.

• Perform pre-change and post-change validation to confirm system functionality and service availability.

• Communicate maintenance progress, risks, and technical issues to relevant stakeholders.

• Develop and maintain technical documentation, standard operating procedures (SOPs), troubleshooting guides, and operational runbooks.

System Installation & Configuration – Software Administration:

• Maintains operating systems to ensure effective installation and performance as instructed.
• Assists in the administration of middleware products in environments.
• Begins to support the deployment, maintenance, and operation of internal applications as needed.
• Performs regular administration and conducts basic performance trend analyses and server capacity to ensure service performance meets standards.
• Builds working knowledge of application monitoring tools to ensure efficiency.

• 3 to 5 years of related experience in a medium to large distributed network and computing environment.
• Bachelor’s degree (BS) in Computer Science, Information Technology, or a related field, or equivalent relevant experience working with enterprise servers and systems.
• Hands-on experience with Citrix Virtual Apps and Desktops (CVAD) or similar application virtualization technologies.
• Strong analytical, problem-solving, documentation, and communication skills.
• Knowledge of Windows Operating Systems
• Experience with cloud infrastructure such as OCI, AWS or Azure is an added advantage.
• Basic networking knowledge
• Able to work in a collaborative team environment.
• Experience with Windows Server patching, security vulnerability remediation, and infrastructure upgrades.
• Understanding of ITIL-based incident, problem, and change management practices.