Job Summary

The role ensures 24x7x365 operational monitoring, incident management, and proactive maintenance of IT infrastructure, directly supporting mission-critical healthcare operations

Key Responsibilities

Perform continuous 24x7x365 monitoring of compute, virtualization, network, voice/contact center, and interface services  Monitor, validate, triage, correlate, and de duplicate alerts from integrated monitoring tools  Identify outages, material degradation, and early warning signals  Create, update, and manage Incidents in ITSM with correct categorization, priority, service, and CI mapping  Execute approved L1 runbook actions and document outcomes  Acknowledge incidents within SLA and dispatch to correct resolver groups or vendors  Follow priority based escalation procedures for P1/P2 incidents  Coordinate incident progress, track aging, and ensure continuous ownership  Support major incident bridges, vendor calls, and escalations when required  Perform structured shift handovers with clear documentation  Monitor monitoring pipeline health and report visibility gaps  Perform routine operational checks and post maintenance validations  Monitor capacity/utilization signals and raise early warnings  Support change windows with pre change checks, monitoring during change, and post change validation  Open and track vendor cases, manage SLAs/ETAs, and escalate vendor delays  Maintain audit ready documentation in ITSM at all times

Skill Requirements

Bachelor’s degree or equivalent technical qualification  Experience in L1 Command Center / NOC / IT Operations roles  Strong understanding of ITIL processes (Incident, Event, Change, Escalation)  Hands on experience with monitoring tools (SolarWinds, SCOM, Nagios, Dynatrace, Splunk, or similar)  Working knowledge of servers, virtualization, networking basics, voice/contact center, and interfaces  Experience with ITSM tools (ServiceNow or equivalent)  Strong incident documentation, coordination, and communication skills  1–3 years of NOC / Command Center / Operations Support experience  Willingness to work 24x7 shifts

Other Requirements

Healthcare IT or regulated environment exposure  Major Incident (P1) bridge coordination experience  Knowledge of alert suppression, maintenance windows, and monitoring integrations  ITIL Foundation certification  Experience working with OEMs and third party vendors