Address Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
The Opportunity:
athenahealth is a US-based leading products & services provider offering cloud-based solutions to physician practices and hospitals on Medical Billing & Revenue Cycle Management, Electronic Health Records, Patient Engagement, Access and Care Coordination, Population Health Management, Order Transmission and other point-of-care mobile applications. Our mission is to be healthcare provider’s most trusted service, helping them do well doing the right thing. We are passionate about applying technology and continuous process innovation to complex, real-world US healthcare problems, allowing us to keep our customers very happy and loyal while serving them profitably. We are financially solid and have been growing at about 30% per year for the past few years.
Position Summary:
The hired candidate will be part of a Alert & Incident Management ( AIM ) - Global Operations team that is responsible for 24/7/365 support of the core athenaNet application (Collector & Clinicals), all supporting Platform and Product technology services, the entire supporting infrastructure (both public and private cloud) for core athenaNet, athenahealth Enterprise applications and more things to come!
The candidate will promote a teaching and learning culture within the team and will be a NOC liaison to all internal stakeholders. As a NOC liaison, you will identify and execute on opportunities to adopt new processes within the team.
This is NOT a directly client-facing role. However, every action you take will be in the interest of an amazing user experience for athenahealth clients and internal users alike!
Responsibilities may include, but are not limited to:
40% [Alert Management & Resolution]
- Monitor key performance indicators (KPI) for the athenaNet application and the supporting infrastructures (various platforms Windows, Linux, Cisco, Juniper, Oracle, etc.)
- Recognize trends and patterns within the technical environment and provide your observations and propose solutions based on your analysis
- Ability to prioritize alerts and issues and effectively work the highest priority items
- Become an expert on core athenaNet applications and all applicable components in the production environment, how they interact and the impact they have on each other
- Work with other athena teams for cross-organizational knowledge sharing
- Working knowledge of Fault Management and Monitoring tools such as Monolith/Assure1, Nagios/Icinga, Kibana, Grafana, Splunk, xMatters, WorldPing, AppDynamics & Thousand Eyes
- Participate in and facilitate the twice per shift turnover-meeting which is used to communicate ongoing risks, potential issues, system maintenance, etc.
- Working knowledge of Confluence, Jira or similar ticketing system
- Identify patterns and work with the team to prevent recurrences
- Act with a sense of urgency in situations where client impact is present
- Create and maintain NOC documentation for team reference; documentation is used to augment team knowledge, not replace it!
30% [Incident Management]
- Assess & understand the impact of alerts being monitored and engage Engineering teams when necessary
- Being the primary point person (Incident Commander) for formally declared incidents
- As the point person, communicate impact of incident using athenahealth’s status page when needed, ensure all necessary resources are available to helping resolve the incident & proactively drive the incident toward resolution
- Provide written details of incident in the formal Incident record
- Communicate the status of ongoing incidents to incoming shifts
- Following up with teams that still have actions that need to be complete before incident can officially be resolved
- Calm under pressure
- Should be able to efficiently co-relate anomalies & Incidents
20% [Continuous Improvement]
- Identify opportunities to improve or enhance operating procedures or processes
- Recognize patterns and trends within alerts and/or telemetry
- Suggest and/or implement data-driven solutions to positively impact identified anomalies
- Work closely with the Advanced Resolution Team ( ART ) engineers to execute on strategic initiatives
10% [Turnover, Team Meetings, Vendor management & Ticket Work]
- Effectively prepare and participate in shift turnover meetings
- Ensure statuses for all issues being tracked are fully documented & ownerships maintained
- Execute Ready to serve (RTS) ticket coming from internal athena teams
- Stakeholder & vendor management
- The ability to receive direct feedback, and then to apply it into action
Education & Experience Required:
- Bachelor's degree in Computer Science like B.E /B Tech/M.C.A
- 3 – 6 years of professional experience in an IT/Technology environment
- Experience working with cross-functional groups and teams to achieve common goals
- Experience supporting a web application in a production environment
- Previous experience working with a database technology (Oracle, MySQL, Postgres, etc.)
- Proven operational background and best practices
- Experience working with a Fault Management/Monitoring tool such as Assure1, Netcool, Zabbix, SolarWinds, Nagios/iCinga, etc.
- Experience creating technical documentation and SOPs
- Experience delivering communications with both technical and non-technical stakeholders
Knowledge & Skills
- Proficiency with commonly used business operations tools related to email, chat, spreadsheets, etc. is a requirement
- Strong written and verbal communication skills are an absolute must
- Must be extremely comfortable with navigating and troubleshooting in a command line environment
- Willingness to work in a night shift from 10:30 pm IST to 7:30 am IST regularly
- Excellent problem-solving skills
- Linux command line experience is a must
- Ability to prioritize issues during production support, meet deadlines, and communicate proactively to the management & stakeholders
- You will promote a teaching and learning culture within the team and will be a NOC liaison to all internal stakeholders
- Understanding of SaaS-based applications and high availability environments
About athenahealth
Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
What’s unique about our locations?
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experience, together.
Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? That’s another story. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experience, together.
Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? That’s another story. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.
Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.
Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability.
Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’s Corporate Social Responsibility (CSR) program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.
What can we do for you?
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And we provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
