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Specialist II, Managed Services – Alerts
3 months ago
Description
:We are seeking a skilled and experienced Support Specialist II to join our Alerts and Monitoring team. The ideal candidate will have advanced knowledge of monitoring tools such as SolarWinds, SQL Sentry, and AWS CloudWatch. This role involves handling incidents, performing in-depth troubleshooting, and ensuring system reliability in our AWS-hosted environment.
Key Responsibilities:
Advanced Troubleshooting:
Handle alerts and incidents. Perform detailed analysis and troubleshooting of complex issues. Identify root causes and implement solutions to prevent recurrence. Escalate unresolved issues to Tier 2 support as needed.System Monitoring and Optimization:
Oversee the setup and configuration of monitoring tools. Continuously monitor system performance and recommend optimization strategies. Develop and maintain monitoring policies and procedures.Incident Management:
Manage and resolve high-priority incidents, ensuring minimal impact on operations. Coordinate with other IT teams to investigate and resolve issues. Maintain accurate documentation of incident responses and resolutions.Mentoring and Training:
Provide guidance and training to other support technicians. Share knowledge and best practices within the team. Assist in developing training materials and documentation.Reporting and Communication:
Generate detailed reports on system performance, incidents, and monitoring activities. Communicate effectively with senior management and other stakeholders. Participate in team meetings and contribute to strategic planning.Qualifications:
3+ years of experience in IT support or monitoring roles. Strong proficiency in SolarWinds, SQL Sentry, and AWS CloudWatch. In-depth understanding of AWS infrastructure and services. Excellent problem-solving and analytical skills. Strong communication and interpersonal skills. Ability to work independently and manage complex tasks.Preferred Qualifications:
AWS certifications (e.g., AWS Certified Cloud Practitioner, AWS Certified Solutions Architect), Microsoft Certifications (MCP, MCSA). Experience with automation and scripting (e.g., Python, PowerShell). Familiarity with ITIL or other incident management frameworks.
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.
NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
