Client-Facing Systems Engineer - 24x7 Operations & Incidents

Altera Digital Health Inc.; United States; Remote; USD 80,000 - 140,000; Full time

Job summary

Altera Digital Health Inc. is seeking a System Engineer to join our client-facing operations team. You will provide 24x7 application and infrastructure monitoring, own Level 2 incident analysis, and drive timely resolutions while maintaining detailed documentation.

You will collect logs, review user experience, and create proactive alerts, reports, and read-outs for clients. Strong communication and collaboration with customers and internal teams are essential to success in this fast-paced

Qualifications

• 3+ years of experience in proactive support and infrastructure/application monitoring.
• Familiarity with Global Command Center, Service Desk, or Frontline Monitoring operations.
• 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.

Responsibilities

• Support a 24x7 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; elevate 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.

Skills

Application monitoring

Windows Server

SQL

ITSM tools

Power BI

Education

Bachelor's degree in Computer Science/IT

Tools

ServiceNow

Power BI

Excel

Job description

Altera Digital Health Inc. is seeking a System Engineer to join our client-facing operations team. You will provide 24x7 application and infrastructure monitoring, own Level 2 incident analysis, and drive timely resolutions while maintaining detailed documentation.

You will collect logs, review user experience, and create proactive alerts, reports, and read-outs for clients. Strong communication and collaboration with customers and internal teams are essential to success in this fast-paced