Member of Technical Staff

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.The Opportunity:athenahealth is a US-based leading products & services provider offering cloud-based solutions to physician practices and hospitals on Medical Billing & Revenue Cycle Management, Electronic Health Records, Patient Engagement, Access and Care Coordination, Population Health Management, Order Transmission and other point-of-care mobile applications. Our mission is to be healthcare provider’s most trusted service, helping them do well doing the right thing. We are passionate about applying technology and continuous process innovation to complex, real-world US healthcare problems, allowing us to keep our customers very happy and loyal while serving them profitably. We are financially solid and have been growing at about 30% per year for the past few years.Position Summary:The hired candidate will be part of a Alert & Incident Management ( AIM ) - 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 comeThe candidate 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 client-facing role. However, every action you take will be in the interest of an amazing user experience for athenahealth clients and internal users alike

Responsibilities may include, but are not limited to:40% (Alert Management & Resolution)Monitor key performance indicators (KPI) for the athenaNet application and the supporting infrastructures (various platforms Windows, Linux, Cisco, Juniper, Oracle, etc.)Recognize trends and patterns within the technical environment and provide your observations and propose solutions based on your analysisAbility to prioritize alerts and issues and effectively work the highest priority itemsBecome an expert on core athenaNet applications and all applicable components in the production environment, how they interact and the impact they have on each otherWork with other athena teams for cross-organizational knowledge sharingWorking knowledge of Fault Management and Monitoring tools such as Monolith/Assure1, Nagios/Icinga, Kibana, Grafana, Splunk, xMatters, WorldPing, AppDynamics & Thousand EyesParticipate in and facilitate the twice per shift turnover-meeting which is used to communicate ongoing risks, potential issues, system maintenance, etc.Working knowledge of Confluence, Jira or similar ticketing systemIdentify patterns and work with the team to prevent recurrencesAct with a sense of urgency in situations where client impact is presentCreate and maintain NOC documentation for team reference; documentation is used to augment team knowledge, not replace it30% (Incident Management)Assess & understand the impact of alerts being monitored and engage Engineering teams when necessaryBeing the primary point person (Incident Commander) for formally declared incidentsAs the point person, communicate impact of incident using athenahealth’s status page when needed, ensure all necessary resources are available to helping resolve the incident & proactively drive the incident toward resolutionProvide written details of incident in the formal Incident recordCommunicate the status of ongoing incidents to incoming shiftsFollowing up with teams that still have actions that need to be complete before incident can officially be resolvedCalm under pressureShould be able to efficiently co-relate anomalies & incidents20% (Continuous Improvement)Identify opportunities to improve or enhance operating procedures or processesRecognize patterns and trends within alerts and/or telemetrySuggest and/or implement data-driven solutions to positively impact identified anomaliesWork closely with the Advanced Resolution Team ( ART ) engineers to execute on strategic initiatives10% (Turnover, Team Meetings, Vendor management & Ticket Work)Effectively prepare and participate in shift turnover meetingsEnsure statuses for all issues being tracked are fully documented & ownerships maintainedExecute Ready to serve (RTS) ticket coming from internal athena teamsStakeholder & vendor managementThe ability to receive direct feedback, and then to apply it into actionEducation & Experience Required:Bachelor's degree in Computer Science like B.E /B Tech/M.C.A3 – 6 years of professional experience in an IT/Technology environmentExperience working with cross-functional groups and teams to achieve common goalsExperience supporting a web application in a production environmentPrevious experience working with a database technology (Oracle, MySQL, Postgres, etc.)Proven operational background and best practicesExperience working with a Fault Management/Monitoring tool such as Assure1, Netcool, Zabbix, SolarWinds, Nagios/iCinga, etc.Experience creating technical documentation and SOPsExperience delivering communications with both technical and non-technical stakeholdersKnowledge & SkillsProficiency with commonly used business operations tools related to email, chat, spreadsheets, etc. is a requirementStrong written and verbal communication skills are an absolute mustMust be extremely comfortable with navigating and troubleshooting in a command line environmentWillingness to work in a night shift from 10:30 pm IST to 7:30 am IST regularlyExcellent problem-solving skillsLinux command line experience is a mustAbility to prioritize issues during production support, meet deadlines, and communicate proactively to the management & stakeholdersYou will promote a teaching and learning culture within the team and will be a NOC liaison to all internal stakeholdersUnderstanding of SaaS-based applications and high availability environmentsAbout athenahealthHere’s ourvision:

To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.What’s unique about our locations?From an historic, 19thcentury arsenal to a converted, landmark power plant,allofathenahealth’s 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 don't take ourselves too seriously. But our work? That’s another story.athenahealth develops andimplements products and services that support US healthcare: It’sour chance to create healthier futures for ourselves, for our family and friends, for everyone.Our vibrant and talented employees — 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 every athenista feels 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 high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’sCorporate Social Responsibility(CSR)program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.What can we do for you?Along with health and financial benefits,athenistasenjoy perks specific to eachlocation, including commuter support, employee assistance programs, tuition assistance,employeeresource groups, and collaborative workspaces — 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 onlearning,the support of anengaged team,andan inclusive environment where all employees are valued.We alsoencourage a better work-life balance forathenistaswith our flexibility. Whilewe know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.

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