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Senior Member of Technical Staff - Tech Ops
Athenahealth
This job is no longer accepting applications
See open jobs at Athenahealth.See open jobs similar to "Senior Member of Technical Staff - Tech Ops" Mass Technology Leadership Council.IT, Operations
Chennai, Tamil Nadu, India
Posted on May 21, 2025
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, Epocrates and other point-of-care mobile applications. Our mission is to be healthcare providers’ 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 the Global NOC team that is responsible for 24/7/365 support of all athenahealth applications & services, including support for the Platform and Product technology services, the hybrid-cloud infrastructure (both public and private cloud), and athenahealth Enterprise applications & services!
The candidate will possess strong technical and business acumen while promoting a teaching and learning culture within the team. You will be interacting with a wide range of internal stakeholders who will possess varying levels of technical expertise. You will be expected to adopt a continuous improvement mindset that will be applied to all aspects of the job including new process adoption, existing process improvement and configuration enhancements, to name a few.
This is NOT a client-facing role. However, every action you take will be in the interest of end-user experience for athenahealth clients and internal users alike!
As a senior member of the Global NOC team, you will be directly responsible for technical operations in a fast-paced and highly dynamic production environment. You will be exposed to many different challenges as you react to a wide variety issues at all levels of the application stack.
Some core responsibilities include:
Linux & Windows OS troubleshooting (resource utilization, log analysis, service health, etc.)
Be a point of escalation for alert & incident management
Basic network troubleshooting (BGP, IKEv1/v2 tunnels, spine-leaf)
Forensic deep dive & historical analysis of alert and metric data
Database troubleshooting (blocked transactions, resource utilization, long-running transactions, etc.)
Load balancer and web-tier troubleshooting (Apache utilization, maxclients, 5xx analysis)
Routine maintenance (patching, firmware upgrades, server builds, etc.)
Configuration management using Perforce, Bitbucket, Puppet and Jenkins
Scripting & Automation, as required
Aggressive adoption of new processes & procedures from engineering teams to promote a “resolution first” culture within the team
Incident Management, as required
Participating in the planning and execution of all requests in the team backlog
Maintain a working understanding of all environments supported by the team
Act as a teacher & mentor to the junior associates while instilling best practices
Essential Functions (Duties and Responsibilities):
40%
Monitor, prioritize, and execute work from the NOC backlog
Including but not limited to:
IPSEC Tunnel Troubleshooting Requests
Configuration Management
SOP Documentation Creation & Updates
Monitoring Configuration Changes
DNS Changes and Additions
Vulnerability Patching
Backup Management
Contribute to, improve upon and create efficient processes and workflows that reduce the need for manual intervention
Create and maintain SOPs to be used by others on the team and in the organization
Field escalations from those performing front line alert and incident management duties
30%
Analyze key performance indicators (KPI) for the athenaNet application and the supporting infrastructures (various platforms Windows, Linux, Cisco, Juniper, Oracle, etc.)
Troubleshoot and resolve alerts and anomalies when escalated to, primarily in a command line environment
Prevent incidents and escalations to SMEs by resolving issues within the team
Recognize trends and patterns within the technical environment and provide your observations and propose solutions based on your analysis
Participate in and facilitate the 2x per shift turnover-meeting, which is used to communicate ongoing risks, potential issues, system maintenance, etc.
Participate in a 24/7 on-call rotation (on-call responsibilities are rare since we are staffed 24/7 globally)
Maintain a working knowledge of Fault Management and Monitoring tools such as Assure1, Nagios/Icinga, Kibana, Grafana, Splunk, xMatters, WorldPing, AppDynamics & Thousand Eyes
Proactively identify patterns and work with the team to prevent recurrences
Act with a sense of urgency in situations where client impact is present
20%
Facilitate response in major incidents
Assess & understand the impact of alerts being monitored and engage SME teams when necessary
Recognize patterns and trends within alerts and/or telemetry
Be a central point of contact for internal teams and vendors as issues arise
Communicate the status of ongoing incidents to incoming shifts
Coordinate the flow of communication between groups, both internal and external, working on a common issue
Participate in incident review meetings and post-mortems as required
10%
Work closely with the NOC Engineering Team to identify gaps in tooling & automation
Present potential solutions or feedback about existing tools and processes that should be automated
Teach & Learn technical knowledge and operational best practices within the team
Contribute to project work as needed
Mentor and coach Level 1 engineers and help them succeed
Empower the Level 1 team by building repeatable and scalable processes
Create scripts and full automation to eliminate manual toil and risky “hands on keyboard” changes
Work closely with the SRE & Product Engineering teams to execute on strategic initiatives
Education & Experience Required:
BE/B Tech/M.C.A
5 – 9 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/Unified Assurance, Netcool, Zabbix, SolarWinds, Nagios/iCinga, Kibana, Grafana, Splunk, xMatters, WorldPing, AppDynamics, Thousand Eyes, Prometheus, DataDog .
Experience creating technical documentation and SOPs
Experience delivering communications with both technical and non-technical stakeholders
Knowledge & Skill Requirements
Proficiency with commonly used business operations tools related to email, chat, spreadsheets, etc.
Strong written and verbal communication skills
Expertise with navigating and troubleshooting in a command line environment (Linux, Powershell, Cisco, Juniper, git, etc.)
Ability to adapt, be flexible with shifts and quickly learn new concepts
Excellent problem-solving skills
Ability to prioritize issues during production support, meet deadlines, and communicate proactively to 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
Other Requirements:
Willing to work a flexible 24x7 schedule
NOTE: We make every attempt to keep a consistent and preferred schedule for all team members. However, a rare need may arise where you’ll be asked to work outside of your regular schedule.
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.
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.
This job is no longer accepting applications
See open jobs at Athenahealth.See open jobs similar to "Senior Member of Technical Staff - Tech Ops" Mass Technology Leadership Council.