Job Description

At Altera, our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health. With the largest community of clients in healthcare, Altera is able to deliver an integrated platform of clinical, financial, connectivity, and information solutions to facilitate enhanced collaboration and exchange of critical patient information.

In this role, the ideal candidate will assist with day-to-day operations on technical issues and problems, as well as participate in the initiation and planning phases of organizational projects. The primary purpose optimizes the performance of application systems and databases required to operate Altera Software Development and QA environments.

Responsibilities:

• 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
• Client's point of contact on any application/database performance issue.
• Excelling at AppDynamics - Application performance management tool and utilizing it to monitor/evaluate application performance.
• 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 around technical procedures as well as operational procedures.
• Participate in weekly/daily technical/leadership calls to update on the progress.
• Working in a 24*7 operational environment with rotational shifts.
• Responsible for handling Level 2 analysis, troubleshooting, and resolution.

Experience & Knowledge:

• Experience/Knowledge of Application/Infrastructure Monitoring tools/solutions.
• Candidate must have 0 -1 years of experience in supporting and monitoring
• Monitoring Tools – Logic Monitor, Azure Monitor, AppDynamics, or other Application Performance management tools, etc.
• Experience in Windows server infrastructure. Net-based Application Support, IIS, worker process thread, Web config, Certificate binding, Event Logs
• Server Performance metrics - CPU, Memory, Queue length, MSMQ, I/O, Page writes, Perfmon, etc.
• Windows cluster, COM+, Log Parser
• Basics of Networking and Azure Monitoring
• Intermediate to Professional 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 the ITIL framework (V3.0 foundation certificate would be an advantage)
• International support experience (preferably US or Europe, i.e., good command of verbal and written English)

Academic and Professional Qualifications:

• Knowledge/Experience in office applications, Word/Excel/PowerPoint/Access
• 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