Member of Technical Staff - Tech Ops
Member of Technical Staff - Tech Ops
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Job Description
Join us as we work to create a thriving ecosystem that delivers accessible highquality and sustainable healthcare for all.
Position Summary:
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 clientfacing 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 largescale 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 InfrastructureasCode.
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
- Bachelors or Masters Degree B.E / / 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 crossfunctional 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 nontechnical stakeholders
- NOTE: We make every attempt to keep a consistent schedule for all team members. However a need may arise where youll be asked to work outside of your regular schedule.
About athenahealth
Heres ourvision:To create a thriving ecosystem that delivers accessible highquality and sustainable healthcare for all.
Whats unique about our locations
From an historic 19thcentury arsenal to a converted landmark power plantallofathenahealths offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our10offices across the United States and India plus numerous remote employees all work to modernize the healthcare experience together.
Our company culture might be our best feature.
We dont take ourselves too seriously. But our work Thats another story.athenahealth develops andimplements products and services that support US healthcare: Itsour chance to create healthier futures for ourselves for our family and friends for everyone.
Our vibrant and talentedemployees orathenistas as we call ourselves spark the innovation and passion needed to accomplishour goal. We continue to expand our workforce with amazing people who bring diverse backgrounds experiences and perspectives at every level and foster an environment where everyathenistafeels comfortable bringing theirbestselves to work.
Our size makes a difference too: We are small enoughthatyourindividual contributionswill stand out butlarge enoughto grow your career with ourresources and established business stability.
Giving back is integral to our culture. OurathenaGivesplatform strives tosupport food security expand access to highquality healthcare for all and support STEM education to develop providers and technologists who will provide access to highquality healthcare for all in the future. As part of the evolution of athenahealthsCorporate Social Responsibility(CSR)program weve selected nonprofit partners that align with our purpose and let us foster longterm partnerships for charitable giving employee volunteerism insight sharing collaboration and crossteam engagement.
What can we do for you
Along with health and financial benefitsathenistasenjoy perks specific to eachlocation including commuter support employee assistance programs tuition assistanceemployeeresource groups and collaborativeworkspaces some offices even welcome dogs.
In addition to our traditional benefits and perks we sponsor events throughout the year includingbook clubs external speakers and hackathons. And weprovideathenistaswithacompany culturebased onlearningthe support of anengaged teamandan inclusive environment where all employees are valued.
We alsoencourage a better worklife balance forathenistaswith our flexibility. Whilewe know inoffice collaboration is critical to our vision we recognize that not all work needs to be done within an office environmentfulltime. With consistent communication and digital collaboration tools athenahealthenablesemployees to find a balance that feels fulfilling and productive for each individual situation.
Required Experience:
Staff IC
Employment Type
Full-Time
