Systems Support Engineer

Altera Digital Health; Pune District; On-site; INR 850,000 - 1,200,000; Full time

Job summary

Altera Digital Health Inc. in Pune seeks an Associate System Engineer to join the operations and client services team.

You will support a 24×7 environment, perform Level 1 incident analysis, collect logs, and coordinate with development to resolve issues and improve service delivery.

The role offers exposure to healthcare applications, ITSM processes, and direct interaction with clients and cross‑functional teams.

Qualifications

• Bachelor's degree in CS/IT or related field.
• Proficiency with Windows Server and .NET-based apps.
• Experience with ITSM tools and ITIL fundamentals.

Responsibilities

• Support a 24×7 operation across rotational shifts.
• Handle Level 1 analysis and resolution of incidents.
• Collect logs and escalate with context.
• Maintain logs of known issues and fixes.
• Prepare client read-outs and progress updates.
• Participate in daily/weekly technical and leadership calls.
• Build positive relationships with customers and teammates.

Skills

Infrastructure monitoring

Application monitoring

Windows Server

.NET support

IIS

SQL skills

ServiceNow

ITIL Foundation

Power BI

Excel pivot

English communication

Azure Monitoring

Education

Bachelor's degree in Computer Science / IT

Tools

ServiceNow

Power BI

Job description

We are seeking an enthusiastic Associate System Engineer from within our team to join our operations and client services function. This is a great opportunity to grow your technical foundation, work closely with clients, and contribute to a high-performing 24×7 support team.

What You Will Do

• Support a 24×7 operational environment across rotational shifts, ensuring consistent service delivery.
• Handle Level 1 analysis, troubleshooting, and resolution of application and infrastructure incidents.
• Conduct recording reviews to assess user experience and gauge service impact.
• Collect application logs and elevate cases to the Development team with clear context.
• Deliver a premium client experience — tracking open issues, coordinating responses, and helping clients resolve problems efficiently.
• Contribute to weekly/monthly client read-outs and progress presentations.
• Identify and help drive issue/bug remediation to resolution across the client base.
• Maintain an up-to-date log of known issues and fixes, supporting consistent resolution outcomes.
• Author and maintain technical and operational procedure documentation.
• Participate in daily/weekly technical and leadership calls, keeping stakeholders informed on progress.
• Build positive, professional relationships with customers and teammates.

What We Are Looking For

• 3-4 years of experience in proactive support and infrastructure/application monitoring.
• Familiarity with Global Command Center, Service Desk, or Frontline Monitoring operations.
• Commitment to following team, account, and client policies and procedures.
• Exposure to Application/Infrastructure Monitoring tools and solutions.
• Experience with Windows Server environments, .NET-based application support, IIS, worker processes, Web.config, and Event Logs.
• Basic understanding 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 knowledge of ITIL framework (V3.0 Foundation certification is an advantage).
• Ability to present data clearly using Power BI, Excel pivot tables, and charts.
• Good 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.
• Familiarity with Azure cloud environments.

Qualifications

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