Alert & Incident Management Associate

Member of Technical Staff

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

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 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

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 large-scale 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 Infrastructure-as-Code.

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

· Bachelor's or Master's Degree – B.E / B.Tech / 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 cross-functional 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 non-technical stakeholders

· NOTE: We make every attempt to keep a consistent schedule for all team members. However, a need may arise where you'll be asked to work outside of your regular schedule.

About athenahealth

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

What we can do for you:

Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.

We also encourage a better work-life balance for athenistas with our flexibility. While we 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.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

Learn more about our culture and benefits here: