Key Responsibilities:

• Monitor and manage system alerts, incidents, and performance metrics 24/7, ensuring timely resolution and escalation as necessary.
• Serve as the first point of contact for operational issues/alerts, ensuring effective communication with internal and external stakeholders.
• Lead customer communication, assuring timely status updates and case resolution
• Lead to collaboration efforts between the company and third parties to troubleshoot and resolve escalated customer issues
• Report product defects and enhancement requests
• Review and collaborate on product documentation for accuracy before new releases
• Design and maintain troubleshooting runbooks
• Author and review knowledge base articles for internal and external use
• Provide formal and informal training to co-workers, customers, and partners
• Develop tools, scripts, and programs to improve the quality of our customer support
• Coordinate incident response efforts, conducting root cause analysis and documenting findings to improve future response strategies.
• Collaborate with IT teams to ensure systems operate optimally and identify potential issues before they escalate.
• Maintain detailed logs of incidents and responses, providing regular reports and updates to management.

Who We Want

• Detail-oriented process improvers. Critical thinkers who naturally see opportunities to develop and optimize work processes – finding ways to simplify, standardize,e and automate.
• Self-directed imitators. People who take ownership of their work need no prompting to drive productivity, change, and outcomes.
• Analytical problem solvers. People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.

What You Will Need

• Bachelor’s degree in computer science or related field of study or 6+ years
• 4+ years of experience in a command center, or similar environment preferably in Healthcare IT 
• IT Infrastructure & Cloud: Expertise in cloud platforms (AWS, Azure, VMware), system administration (Windows, RHEL), and network management.
• Incident Management: Experienced in ITIL and command center operations, particularly in Healthcare IT environments.
• Automation & Scripting: Proficient in Python and Bash for automating tasks.
• Essential Monitoring Tools: Proficient in using Zabbix, Datadog, and CloudWatch for infrastructure monitoring.
• Ticketing Systems: Strong experience with ServiceNow and Salesforce for incident and request management.
• Problem Solving & Communication: Excellent under pressure with strong communication and team collaboration skills.
• Flexible Work: Available to work shifts, including nights, weekends, and holidays.