Sr Service Engineer

Providence India; Hyderabad; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

Providence India is looking for a 3P Incident Commander to lead the incident management process effectively. This role involves driving troubleshooting and decision-making during high-pressure situations, ensuring effective communication with stakeholders, and focusing on continuous service improvement.

The ideal candidate has 7-10 years of experience in incident management and a background in ITIL and DevOps. Expect a dynamic workplace dedicated to leveraging technology for better patient outcomes.

Qualifications

• 7-10 years of experience in Incident and major incident management.
• 5+ years of experience in monitoring and all modules under ITIL.
• Expertise in resolving servers, storage, databases, network and application issues.

Responsibilities

• Lead end-to-end major incident management process.
• Drive structured troubleshooting, escalation, and decision making.
• Communicate effectively with stakeholders during incidents.

Skills

Incident management

ITIL

DevOps

Agile methodologies

Communication skills

Process improvement

Education

Bachelor’s degree in computer science or related field

Tools

ServiceNow

SCOM

SolarWinds

Microsoft Azure

PowerBI

Job description

3P Incident Commander – Job Description

Providence is a $25B healthcare organization serving 51 hospitals and 1,085 clinics across the United States and India, dedicated to leveraging technology to improve patient outcomes and operational efficiency.

Responsibilities

• Lead end-to-end major incident management process effectively.
• Drive structured troubleshooting, escalation, and decision making during high-pressure situations.
• Clear stakeholder & leadership communication.
• Accountable for the overall quality of the process and compliance with procedures, data models, policies, and technologies associated with the process.
• Ensure creation of incident timelines, root cause summaries, and repair items.
• Lead or support Major Incident Reviews (MIRs) and postmortem discussions.
• Work closely with NOC/Monitoring teams for faster identification and resolution of critical incidents.
• Identify opportunities to leverage AI, Copilot, and Automation for repetitive operational activities and trend analysis.
• Act as an escalation point for 2P Incident Commanders during high severity or business-critical incidents.
• Drive executive-level communication and coordinate with senior leadership during enterprise-impacting outages.
• Lead cross-functional war rooms involving Infrastructure, Cloud, Security, Application and Vendor teams.
• Knowledge of crisis management situations and readiness.
• Review recurring incident trends and drive strategic service improvement initiatives.
• Provide governance oversight on incident management, process adherence, and operational maturity.

Day-to-Day Activities

• Identify critical impacting issues, drive bridges effectively, pull SMEs and drive end-to-end incidents, document steps for troubleshooting, and send timely communications.
• Auditing of incident tickets for ensuring proper documentation and follow up with Service Lines if found non-compliant.
• Very strong in creating process and technical documentation.
• Ensure that the incidents are tracked with correct categorization and prioritization.
• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements.
• Identify incidents for review and participate in incident review meetings.
• Coordinate with Service owners on repetitive issues and drive root cause by following the 5Y method.
• Work in conjunction with Continual Service Improvement (CSI).
• Establish measurement and targets to improve process effectiveness and efficiency.
• Utilize PowerBI dashboard to build interactive and visually appealing dashboards and reports.
• Manage Agile feature tasks and subtasks, facilitate clear impediments.
• Follow 30, 60 and 90 models for new caregivers for effective knowledge transfer.
• Focus on alert reduction and drive support teams toward permanent fixes for repetitive alerts.
• Work with monitoring tools and NOC teams to identify trends, recurring alerts, and operational gaps.
• Adopt AI & ML learnings for quick trend analysis & repetitive patterns.
• Conduct operational reviews with support teams on repeated incidents and service gaps.
• Drive coordination during multi‑tower or enterprise-wide incidents requiring senior incident leadership.
• Support implementation of process improvements, automation opportunities, and operational governance initiatives.
• Mentor junior/2P Incident Commanders on incident handling, communication and operational processes.

Qualifications

• Bachelor’s degree in computer science or related field education/experience.
• Well‑versed with ITIL, DevOps and Agile model.
• 7‑10 years of experience in Incident and major incident management.
• 5+ years of experience in monitoring, Incident management and all modules under ITIL.
• Hands‑on knowledge of resolving servers, storage, databases, network issues & application issues.
• Expertise in ServiceNow, monitoring tools such as SCOM and SolarWinds.
• Experience in administration of workloads on Microsoft Azure (IaaS).
• Exposure or knowledge on AI tools, Copilot, Automation platforms, or operational AI capabilities is preferred.
• Experience working in NOC/Monitoring environments will be an added advantage.
• Experience managing enterprise‑level incidents with executive visibility and business‑critical impact.
• Strong understanding of operational governance, service improvement, and incident trend management.
• Strong communication skills with excellent interpersonal skills both in written and verbal correspondence.
• Flexibility to work in 16/7 shifts (no night shifts) and on holidays.

Equal Opportunity & Diversity Statement

Providence’s vision to create ‘Health for a Better World’ aids us in providing a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and we promote individuality and diversity of thought and background. We are committed to equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct. We undertake programs to assist, uplift, and empower underrepresented groups including but not limited to Women, Persons with Disabilities, LGBTQ+, Veterans and others.