Systems Engineer

Altera Digital Health (India) LLP; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Altera Digital Health (India) LLP is seeking a skilled support professional to manage a 24/7 operational environment across rotational shifts, ensuring continuous service availability.

You will own Level 2 analysis, troubleshoot incidents, collect logs, and collaborate with the Development team to resolve complex cases while maintaining strong client relationships and delivering clear progress updates.

Qualifications

• Bachelor's degree in Computer Science, IT, or related field.
• Relevant IT certifications are a plus.
• Excellent interpersonal and communication skills with a customer-first mindset.

Responsibilities

• Provide Level 2 support and troubleshoot incidents in a 24/7 environment.
• Analyze logs and coordinate with Development for complex cases.
• Prepare client read-outs and progress updates weekly/monthly.
• Maintain known issues and proactive alerting with operations.

Skills

Windows Server

IIS

NET application support

SQL

Networking basics

English communication

Documentation

Education

Bachelor's degree in Computer Science or IT

Tools

ServiceNow

Power BI

Azure Monitoring

Event Logs

Job description

What You Will Do

• Support a 24×7 operational environment across rotational shifts, ensuring continuous service availability.
• Own Level 2 analysis, troubleshooting, and resolution of application and infrastructure incidents.
• Conduct recording reviews to evaluate user experience and measure service impact.
• Collect and analyse application logs; escalated complex cases to the Development team with clear documentation.
• Serve as a trusted point of contact for clients — tracking open issues, driving resolutions, and delivering an exceptional service experience.
• Prepare and deliver weekly/monthly client read‑outs and progress presentations.
• Identify, qualify, and drive issue/bug remediation to closure across the client base.
• Maintain a living record of known issues and fixes, ensuring consistent resolution across all clients.
• Investigate complex application and database performance issues and lead them through to resolution.
• Convert recurring known issues into proactive alerts and collaborate with operations teams to build sustainable workflows.
• Author and maintain clear technical and operational procedure documentation.
• Participate in daily/weekly technical and leadership calls, providing timely progress updates.
• Build strong, collaborative relationships with customers and internal team members.
• Provide technical guidance to customers, helping strengthen their skills and confidence.

What We Are Looking For

• 3+ years of experience in proactive support and infrastructure/application monitoring.
• Familiarity with Global Command Center, Service Desk, or Frontline Monitoring operations.
• Demonstrated ability to uphold team, account, and client policies and procedures.
• Hands-on experience with Application/Infrastructure Monitoring tools and solutions.
• Solid experience with Windows Server environments, .NET-based application support, IIS, worker processes, Web.config, and Event Logs.
• Foundational knowledge of networking and Azure Monitoring.
• Intermediate SQL skills — including SQL Jobs, queries, blocking scenarios, and Always On configuration.
• Experience with ITSM platforms such as ServiceNow or equivalent Service Desk tools.
• Basic understanding of ITIL framework (V3.0 Foundation certification is an advantage).
• Ability to create clear, visually compelling data reports using Power BI, Excel pivot tables, and charts.
• Strong command of written and verbal English; international support experience (US or Europe preferred).

Nice to Have

• Exposure to healthcare-related applications or patient care environments.
• Practical experience with Azure cloud environments.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Relevant IT certification(s) are a plus.
• Excellent interpersonal and communication skills — written and verbal — with a customer-first mindset.