Lead Service Engineer

1 week ago

Anchorage, Alaska, United States Providence Service Full time

Position Overview:
This role is designed for remote work and can be fulfilled from various states.

The Lead Service Engineer collaborates closely with developers, testers, and program managers during the initial stages of development to architect, manage, enhance, and optimize extensive, computer-based services provided to Information Systems, non-Information Systems, and clinical staff.

Their technical expertise aligns with that of their Development, Testing, and Program Management peers.
At Providence, we value our caregivers as essential contributors to our mission.

Key Responsibilities:
• Proficiently read, write, configure code, and design comprehensive service telemetry, alerting, and self-healing mechanisms.
• Solid understanding of infrastructure and server technologies, including Windows Server, Virtualization, SQL Server, Networking, Active Directory, and Cloud services.
• Exceptional verbal and written communication skills, capable of producing technical documentation and presentations.
• Basic project management skills.
• Provide guidance on caregiver, business, and technical needs.
• Utilize expertise to design service architecture components, ensuring compliance with standards and key performance indicators (KPIs) such as quality, cost, and caregiver satisfaction.

• Integrate team standards and best practices into all designs to develop high-performance, manageable services.
• Contribute to the design of a service delivery framework by assessing and recommending tools, hardware, and processes that support effective service delivery and meet KPIs.

• Conduct advanced troubleshooting and engineer solutions for intricate service challenges to restore operations with minimal disruption to caregivers and business functions.
• Leverage past experiences to foster innovation.
• Optimize the use of financial resources.

• Employ expertise to assist in designing processes or technological solutions that preemptively identify and resolve platform, system, deployment, and environmental issues, ensuring timely releases with consistent high quality.

• Manage problem triage and utilize problem management tools (such as root cause analysis, trend analysis, and postmortems) to uncover and implement solutions across the service team.

• Ensure that production solutions are reliable, resilient, secure, and continuously monitored.
• Define and gather metrics (including service availability data, performance indicators, system health, and long-term trends) to facilitate service intelligence analysis.

• Analyze and monitor operational cost data, reporting trends, budget, risks, and variances against projected cost models to the business.
• Identify opportunities for cost savings for consideration by the service team.

Required Qualifications:
• Minimum of 5 years of relevant experience; additional experience preferred.
• Background in automation, particularly concerning deployment, recovery, or other manual processes.
• Familiarity with n-tier solutions.
• Experience in resilience modeling (failure mode analysis) and capability to simulate service outages for specific solutions (automated) and platforms (manually).

• Proven ability to influence software engineering team members in translating customer and technical requirements into service architecture that meets Quality of Service expectations.
• Experience leading and representing the Service in backlog discussions and standups to prioritize Live Site requirements effectively.
• Strong experience in leveraging data and metrics to inform behavior, processes, and priority decisions.

Preferred Qualifications:
• Experience in a healthcare setting.

About Providence:
At Providence, we are committed to our promise of "Know me, care for me, ease my way." Working within our organization means that regardless of your role, we will support you in your career journey, enabling you to support others.

We offer competitive benefits and foster an inclusive workplace where diversity is celebrated, and every individual is valued, heard, and respected.

Together, our caregivers serve in numerous hospitals, clinics, and a comprehensive range of health and social services across various states.

We are dedicated to serving our communities, advancing best practices, and continuing our long-standing tradition of supporting the vulnerable.

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