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Information Technology
Firstsource Healthcare Hiring for Support Engineer at India Full Time
Full Job Description
Responsibilities:
Principal duties and responsibilities:
Maintain service availability through active monitoring of and initial response to service management alerts and anomalies, conducting initial triage and escalation of alerts if needed to appropriate support tier.
Management of operational shift log and periodic environment validations to ensure services are functioning appropriately.
Resolve customer issues in assigned service request queues by troubleshooting application issues, and closing the loop with all parties involved.
Manage service request escalations according to service level objectives and agreements.
Monitoring tool administration
Provide feedback to product and development teams to improve usability and functionality of client applications.
Troubleshooting with internal and external clients to resolve or develop a detailed understanding of issues prior to escalation.
Other duties as assigned.
Principal duties and responsibilities:
Maintain service availability through active monitoring of and initial response to service management alerts and anomalies, conducting initial triage and escalation of alerts if needed to appropriate support tier.
Management of operational shift log and periodic environment validations to ensure services are functioning appropriately.
Resolve customer issues in assigned service request queues by troubleshooting application issues, and closing the loop with all parties involved.
Manage service request escalations according to service level objectives and agreements.
Monitoring tool administration
Provide feedback to product and development teams to improve usability and functionality of client applications.
Troubleshooting with internal and external clients to resolve or develop a detailed understanding of issues prior to escalation.
Other duties as assigned.
Minimum Qualifications:
Required Experience:
2+ year of application support or help desk experience.
Basic understanding of IT concepts like TCP/IP networking, databases, application servers
Strong communication skills
Must be able to work from own initiative, learn quickly, and function effectively with team members in a high pressure and dynamic environment.
Customer-focused attitude.
Ability to seek alternative sources of information.
Ability to understand and work with complex enterprise application environments.
Strong attention to detail and ability to follow established procedures.
Manage New Project Management software and train employees on how to use and setup projects
Maintaining Server Infrastructure/Create User or Service Accounts / Process controls
Experience working in an audited environment with SAS70, ISO2700x controls
Required Qualifications:
Windows and Unix OS proficiency (required)
Basic TCP/IP troubleshooting knowledge
Familiarity with monitoring applications like ProActiveNet, Nagios, SiteScope, etc.
EDI (ANSI/X12) and XML knowledge
Knowledge of KCS principles and documentation skills
RDBMS (SQL, Oracle) (preferred)
Experience with monitoring tools: examples: ProActiveNet, AlertSite, Nagios, custom scripts
4-year degree in computer science or related field or equivalent experience
Preferred certifications include A+, Net+, MCP
Preferred ITIL Foundation Certification
Qualifications
Responsibilities:
Principal duties and responsibilities:
Maintain service availability through active monitoring of and initial response to service management alerts and anomalies, conducting initial triage and escalation of alerts if needed to appropriate support tier.
Management of operational shift log and periodic environment validations to ensure services are functioning appropriately.
Resolve customer issues in assigned service request queues by troubleshooting application issues, and closing the loop with all parties involved.
Manage service request escalations according to service level objectives and agreements.
Monitoring tool administration
Provide feedback to product and development teams to improve usability and functionality of client applications.
Troubleshooting with internal and external clients to resolve or develop a detailed understanding of issues prior to escalation.
Other duties as assigned.
Minimum Qualifications:
Required Experience:
2+ year of application support or help desk experience.
Basic understanding of IT concepts like TCP/IP networking, databases, application servers
Strong communication skills
Must be able to work from own initiative, learn quickly, and function effectively with team members in a high pressure and dynamic environment.
Customer-focused attitude.
Ability to seek alternative sources of information.
Ability to understand and work with complex enterprise application environments.
Strong attention to detail and ability to follow established procedures.
Manage New Project Management software and train employees on how to use and setup projects
Maintaining Server Infrastructure/Create User or Service Accounts / Process controls
Experience working in an audited environment with SAS70, ISO2700x controls
Required Qualifications:
Windows and Unix OS proficiency (required)
Basic TCP/IP troubleshooting knowledge
Familiarity with monitoring applications like ProActiveNet, Nagios, SiteScope, etc.
EDI (ANSI/X12) and XML knowledge
Knowledge of KCS principles and documentation skills
RDBMS (SQL, Oracle) (preferred)
Experience with monitoring tools: examples: ProActiveNet, AlertSite, Nagios, custom scripts
4-year degree in computer science or related field or equivalent experience
Preferred certifications include A+, Net+, MCP
Preferred ITIL Foundation Certification
Primary Location: India
Job: Executive
Organization: HPHS – Offshore Support – India