01Key Responsibilities
Own ticket lifecycle: create, investigate, update, resolve incidents/service requests using runbooks, ensure SLA compliance.
Identify potential Major Incidents, trigger escalation, join bridges, and provide structured updates (impact, scope, findings, next actions).
Perform initial application/API troubleshooting beyond basic checks: error/latency analysis, dependency triage, log-based diagnosis.
Use AppDynamics and Azure App Insights to analyze performance and availability
Maintain detailed work logs, update/create runbooks/KB articles, propose alert tuning and monitoring improvements.
Support change/maintenance windows (alert suppression/reactivation) and validate pre/post health.
Must-Have
Experience: 67+ years in NOC/Production Support/Application Support/Operations.
Azure Application Insights hands-on (failures/performance/dependencies, basic query capability preferred).
Strong SRE fundamentals: SLIs/SLOs/SLAs, alert noise reduction, runbook-driven operations, error budget, RCA, automation etc .
Incident & Escalation Management: strong ownership, prioritization, SLA discipline, high-quality ticket notes.
Major Incident Handling: bridge participation, stakeholder communication, structured incident updates.
Application Troubleshooting: HTTP basics, identifying app vs dependency vs infra symptoms.
Good understanding of Kubernetes monitoring and alerting configuration.
Log Analysis: time correlation, error pattern analysis, evidence collection for escalations.
APM/Observability: hands-on with AppDynamics for triage (transactions, errors, latency, dashboards).
ITIL Awareness: Understanding of Incident/Major Incident/Change processes, Problem Management understanding
Communication & Documentation: runbooks/KB creation and clear written/verbal communication.
Good-to-Have
Azure fundamentals for triage (Azure Monitor/Log Analytics, resource/service health signals).
Exposure to APM tool
Certifications (Good-to-Have)
ITIL Foundation (preferred)
Cloud: Azure Fundamentals (AZ-900) or higher (AZ-104 a plus)
APM/Observability: AppDynamics and/or Dynatrace certifications (or equivalent observability certs)
Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.
Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits package. To learn more, visit: r1rcm.com
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