Overview of Providence:
At Providence, we use our voice to advocate for vulnerable populations and needed reforms in health care. We pursue innovative ways to transform health care by keeping people healthy, and making our services more convenient, accessible and affordable for all. In an increasingly uncertain world, we are committed to high-quality, compassionate health care for everyone—regardless of coverage or ability to pay. We help people and communities’ benefit from the best health care model for the future—today.
Together, our 119,000-plus caregivers/employees serve in 51 hospitals, more than 1000 clinics and a comprehensive range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington in United States.
Providence Information Service (commonly known as Information technology) is aimed to digitally enable our vision of Health for a better world. We make use of multiple technological stack spread across Microsoft, Oracle, JAVA, Python and many new open sources.
Providence Global Centre recently launched in Hyderabad, India as Global Capability Centre for Providence looking to leverage the India talent to help meet our global vision and scale our Information Services and products to the world of Cloud.
How is this team contributing to vision of Providence?
We, at Enterprise Services, the healthcare consulting and services arm of Providence India, help build technology solutions that modernize and simplify each step of the healthcare delivery process. And we do that by putting the patient and the provider at the center of everything we do. Using the most promising and practical ideas, combined with the experience and expertise from people from the healthcare industry, we are creating experiences that work for care facilities, their patients and move us ahead on our mission of “Health for a better world “.
The NOC Engineer is a key member of the global infrastructure operations team responsible for ensuring 24/7 service availability and real-time incident response through Eyes-on-Glass (EoG) monitoring. Operating in a Follow-the-Sun model, the NOC Engineer will deliver SOP-based triage, incident handling, change support, and coordination with vendors, ISPs, and internal teams across geographies.
- 24/7 proactive monitoring of network, server, cloud, and application infrastructure using tools such as SolarWinds, NetBrain, Dynatrace, Datadog, and SCCM.
- Acknowledge, analyze, and validate alerts to differentiate between true events and false positives.
- Perform proactive monitoring and health checks of Windows and Linux servers, virtual infrastructure, storage systems, and critical enterprise services to ensure optimal performance and availability.
- Monitor server resource utilization including CPU, memory, disk, processes, services, and event logs; identify potential issues and initiate remediation or escalation as required.
- Validate server uptime, backup status, scheduled jobs, patch compliance, and infrastructure alerts; ensure adherence to operational standards and SLAs.
- Coordinate with Server, Cloud, Database, and Application support teams for timely resolution of infrastructure-related incidents, outages, and performance degradation.
- Act as the Shift Lead during assigned shifts, ensuring operational coverage, workload prioritization, adherence to SOPs, and timely incident escalations.
- Provide guidance and operational support to NOC engineers, review ticket quality, escalation accuracy, and ensure smooth shift transitions through detailed handover documentation.
- Lead incident triage activities during major outages, coordinate bridge calls, track action items, and ensure stakeholders receive timely and accurate updates.
- Review daily operational metrics, recurring alerts, SLA compliance, and service-impacting events; identify improvement opportunities and drive operational excellence.
- Collaborate closely with US-based Infrastructure, Network, Server, Cloud, and Application teams to ensure seamless 24x7 Follow-the-Sun operations and effective incident management.
- Participate in daily shift handovers with US counterparts, providing comprehensive updates on ongoing incidents, operational risks, maintenance activities, and pending actions.
- Serve as the primary coordination point between offshore and onshore teams for escalations, change activities, problem investigations, and service restoration efforts.
- Support global operational governance by contributing to service reviews, knowledge-sharing sessions, process improvements, and standardization initiatives across regions.
- Ensure continuous monitoring of LAN switches, routers, firewalls, WAN circuits, and data center interconnects and visibility of LAN, WAN, VPN, Data Center links, and critical servers/applications.
- Perform first-level diagnostics, attempt resolution for known issues, and escalate when required.
- Perform SNMP checks, ping tests, bandwidth and latency monitoring, and BGP/MPLS verification.
- Initiate and participate in Major Incident Management (MIM) bridges; provide real-time status updates and logs to incident managers and escalate to NOC level 2 within 15 minutes if RCA is not determined and remediated.
- Create and update incident tickets in ServiceNow.
- Notify business or technical stakeholders as per escalation matrix and defined SLA matrix.
- Log and track ISP link failures, escalations, and restoration timelines.
- Act as SPOC for communication with network, telco, and hardware vendors during incidents and maintenance.
- Maintain documentation of all WAN links, their service providers, circuit Ids, vendor SLAs, contact lists, escalation matrix.
- Support planned and unplanned changes involving network or server components.
- Coordinate monitoring pause/resume, validation checks, and pre-/post-change verifications.
- Create operational risk for all single points of failures, resilience or high availability failure and track to ensure the closure of the Ops Risk once the risk is remediated.
- Log all identified risks in the Risk Register and ensure they are reported to designated stakeholders with potential threat and impact to the business.
- Assist in patch rollouts, firmware updates, and other approved maintenance activities.
- Drive or assist in Root Cause Analysis (RCA) for major incidents or recurring alerts.
- Document known issues, resolution steps, and add runbook entries to knowledge base.
- Participate in planned maintenance windows for application, network, or server changes.
- Perform routine health checks, publish reports, document deviations and escalate to concerned teams or stakeholders.