Systems Support Engineer(SQL, Service now)

Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise, Paragon, Altera TouchWorks, Altera Opal, STAR, HealthQuest and dbMotion solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.



Responsibilities:

• Working in a 24*7 operational environment with rotational shifts.
• Responsible for handling Level 2 analysis, troubleshooting, and resolution.
• Perform Recording Review to See User Experience and impact
• Collect Application Logs and escalate the case to the Development Team
• Providing premium client services, working with the client, tracking their ongoing issues, and helping them resolve those issues.
• Providing weekly/monthly client read-outs and presentations
• Identify, qualify & help drive the issues/bugs to remediation/resolution.
• Keep track of identified issues/fixes and drive this resolution across the client base.
• Assess the extremely complicated application and database performance issues and drive them to resolution.
• Identify known issues and turn them into an alert and establish operational workflow with operational teams.
• Prepare necessary documentation regarding technical procedures as well as operational procedures.
• Participate in weekly/daily technical/leadership calls to update on the progress.
• Builds strong, positive relationships with the customer and other team members.
• Provides technical guidance for Customers to strengthen their knowledge or technical skill levels.
  
  

Experience & Knowledge:

• Candidate must have a 3+ years of experience in supporting Proactive Work and monitoring
• Understand Global Command Center/Service desk/Frontline Monitoring operations
• Ensure team adherence to all team, account, and client policies and procedures.
• Experience/Knowledge of Application/Infrastructure Monitoring tools/solutions.
• Experience in Windows servers infrastructure and. Net-based Application Support, IIS, worker process thread, Web config, Event Logs
• Basics of Networking and Azure Monitoring
• Intermediate level of experience in SQL. E.g., SQL Jobs, SQL queries, Blocking, Always On
• Experience with ITSM tools such as Service desk/ServiceNow.
• Basic knowledge of ITIL framework (V3.0 foundation certificate would be added advantage)
• Creative data reporting/presentation - PowerBI, Excel, Pivot tables, charts etc
  
  

International support experience (preferably US or Europe i.e., good command of verbal and written English)

Good to Have:-

Understanding of healthcare-related applications, patient care environments.

Understanding of Azure environments.

Academic and Professional Qualifications:



Bachelor's Degree in computer science/IT

Any relevant IT certification would be a plus.

Strong interpersonal and communication skills (written and verbal) are a must to maintain our customer's 1st focus, document processes, and communicate effectively within the team



Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by local law.

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