Shift / On-call: 24x7 operations with rotational shifts including weekend & on-callRole Summary:Provide L1.5/L2-style triage for production issues from monitoring alerts and end-user reports. Perform initial application troubleshooting using Logic Monitor, AppDynamics, Azure Application Insights, logs, and basic Azure checks, manage Major Incidents and escalations with strong technical context, maintain high-quality documentation/runbooks; and uplift reliability through SRE-aligned practices (SLIs/SLOs, alert quality).Key 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.
- Experience: 6–7+ years in NOC/Production Support/Application Support/Operations.
- 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.
- Azure Application Insights hands-on (failures/performance/dependencies, basic query capability preferred).
- Azure fundamentals for triage (Azure Monitor/Log Analytics, resource/service health signals).
- SRE fundamentals: SLIs/SLOs/SLAs, alert noise reduction, runbook-driven operations.
- Exposure to APM tool
- 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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What We Do
R1 is a leading provider of technology-driven solutions that transform the patient experience and financial performance of healthcare providers
R1’s proven and scalable operating models seamlessly complement a healthcare organization’s infrastructure, quickly driving sustainable improvements to net patient revenue and cash flows while reducing operating costs and enhancing the patient experience.
