Systems Support Engineer

Altera Digital Health; Pune District, Vadodara; On-site; INR 420,000 - 640,000; Full time

Job summary

Altera Digital Health Inc. seeks an Associate System Engineer to join the operations and client services team in Pune. This role offers a path to grow technical foundations while working with clients in a high-performing 24x7 support environment.

You will handle Level 1 analysis and incident resolution, collect logs, and escalate with clear context. The candidate should have 3-4 years in proactive support and familiarity with ITSM tools and Azure monitoring.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 3-4 years of proactive support and infrastructure/application monitoring experience.
• Exposure to Global Command Center, Service Desk, or Frontline Monitoring operations.
• Familiarity with ITSM platforms such as ServiceNow or equivalent tools.
• Basic ITIL framework knowledge (Foundation level advantageous).
• Ability to present data using Power BI and Excel pivot tables.

Responsibilities

• Support a 24x7 operational environment across rotational shifts and ensure consistent service delivery.
• Handle Level 1 analysis, troubleshooting, and resolution of incidents.
• Collect logs and escalate cases to Development with clear context.
• Prepare weekly/monthly client read-outs and progress presentations.
• Maintain an up-to-date log of known issues and fixes.
• Author and maintain technical and operational procedure documentation.

Skills

Support experience

Windows Server

SQL basics

Power BI

ITSM tools

Communication skills

English proficiency

Education

Bachelor's in CS/IT

Tools

ServiceNow

Azure Monitor

IIS/Web.config

Event Logs

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 **escalate** 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

• Bachelors 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.