Sr Systems Support Engineer

MediSolution; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Altera Digital Health is seeking a System Administrator to install, configure, upgrade, and optimize application systems and databases across our healthcare platforms. You will participate in planning phases, handle 24x7 operations, and work on performance issues using AppDynamics and related tools.

The role requires 5+ years in supporting and monitoring application infrastructures, strong Windows server and SQL skills, ITSM experience, and excellent English communication.

Qualifications

• 5+ years of experience in supporting and monitoring APM tools such as AppDynamics, DynaTrace or New Relic.
• Experience with Windows server infrastructure, IIS, .NET apps and related performance metrics.
• Strong SQL skills: queries, Always On, blocking, jobs.
• Familiarity with ITSM tools (ServiceNow) and ITIL basics.
• Good written and spoken English; international support experience is a plus.

Responsibilities

• Provide premium client services and track issues to resolution.
• Provide weekly/monthly client read-outs and presentations.
• Serve as the client contact for app/db performance issues.
• Monitor performance using AppDynamics; evaluate and respond to data.
• Drive remediation for issues/bugs across the client base.

Skills

APM tools

Windows Server

SQL

ITSM tools

English communication

Education

Bachelor's in CS/IT

Tools

AppDynamics

DynaTrace

New Relic

ServiceNow

Azure Monitoring

Job description

At Altera, our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health. With the largest community of clients in healthcare, Altera is able to deliver an integrated platform of clinical, financial, connectivity, and information solutions to facilitate enhanced collaboration and exchange of critical patient information. In this System Administrator role, the ideal candidate will assist with day-to-day operations on technical issues and problems, as well as participate in the initiation and planning phases of organizational projects. The primary purpose of this role is to install, implement, configure, upgrade, and optimize the performance of application systems and databases required to operate Altera Software Development and QA environments.

Responsibilities:

• Providing premium client services, working with the client, tracking their ongoing issues, and helping them resolve those issues.
• Providing weekly/monthly client read-outs and presentations
• Client's point of contact on any application/database performance issue.
• Excelling at AppDynamics - Application performance management tool and utilizing it to monitor/evaluate application performance.
• Identify, qualify & help drive the issues/bugs to remediation/resolution.
• Keep track of identified issues/fixes and drive this resolution across the client base.
• Assess the extremely complicated application and database performance issues and drive them to resolution.
• Identify known issues and turn them into an alert and establish operational workflow with operational teams.
• Prepare necessary documentation around technical procedures as well as operational procedures.
• Participate in weekly/daily technical/leadership calls to update on the progress.
• Working in a 24*7 operational environment with rotational shifts.
• Responsible for handling Level 2 analysis, troubleshooting, and resolution.

Experience & Knowledge:

• Experience/Knowledge of Application/Infrastructure Monitoring tools/solutions.
• Candidate must have 5+ years of experience in supporting and monitoring DynaTrace/AppDynamics/NewRelic or other Application Performance management tools etc.
• Experience in Windows server infrastructure and. Net-based Application Support, IIS, worker process thread, Web config, Certificate binding, Event Logs Server Performance metrics - CPU, Memory, Queue length, MSMQ, I/O, Page writes, Perfmon, etc.
• Windows cluster, COM+, Log Parser
• Basics of Networking and Azure Monitoring
• Intermediate to Professional level of experience in SQL.
• E.g., SQL Jobs, SQL queries, Blocking, Always On
• Experience with ITSM tools such as Service desk/ServiceNow.
• Basic knowledge of ITIL framework (V3.0 foundation certificate would be added advantage) International support experience (preferably US or Europe i.e., good command of verbal and written English).

Academic and Professional Qualifications:

• Bachelor’s degree in computer science/IT
• Any relevant IT certification would be a plus
• Strong interpersonal and communication skills (written and verbal) are a must to maintain our customer’s 1st focus, document processes, and communicate effectively within the team.

A global healthcare IT innovator, Altera Digital Health develops and elevates technology to connect and inspire healthier communities. Our platform approach to our solutions is changing the way healthcare is delivered. By keeping the human user at the center of our design methodology, we are supporting caregivers and helping patients meet and exceed their wellness goals. Together, with our clients, we’re driving a new era of healthcare.

Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by local law.

If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at: [e-mail] To learn more, visit www.alterahealth.com. Our commitment to fair and equitable hiring.

As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.