Systems Engineer

MediSolution; Pune District, Vadodara; Hybrid; INR 900,000 - 1,300,000; Full time

Job summary

Altera Digital Health is seeking a System Engineer from within our team to join a client-facing, operationally critical role. You will support a 24×7 environment, own Level 2 incident analysis and resolution, and drive service improvements.

You will monitor applications and infrastructure, review logs, prepare client read-outs, and collaborate with development and operations teams to deliver an exceptional service experience.

Qualifications

• Bachelor's degree in Computer Science or Information Technology and relevant IT certifications are a plus.
• Experience supporting 24x7 operations and incident management.
• Strong written and verbal English with client-facing experience.
• Ability to produce clear data reports with Power BI or Excel.

Responsibilities

• Support a 24×7 operational environment across rotational shifts.
• Own Level 2 analysis, troubleshooting, and resolution of incidents.
• Prepare and deliver weekly/monthly client read-outs and progress presentations.
• Identify, qualify, and drive issue remediation to closure.

Skills

Proactive support

Monitoring tools

Windows Server

NET support

IIS

Event Logs

Networking basics

Azure Monitoring

SQL skills

ITSM tools

ITIL knowledge

Power BI

English proficiency

International support

Education

Bachelor's degree in Computer Science or Information Technology

Tools

ServiceNow

Azure

Job description

We are looking for a motivated System Engineer from within our team to step into a client-facing, operationally critical role. If you have a solid foundation in application support, infrastructure monitoring, and thrive in a fast-paced 24×7 environment, we want to hear from you.

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; esk 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.

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.