Service Engineer I IS, Incident Command Center

Providence caregivers are not simply valued – they’re invaluable. Join our team at Enterprise Information Services and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them.

As a Service Engineer I at Providence, you play a critical role in designing and maintaining high-performing, reliable, and secure services that support caregivers and business operations. You leverage deep technical expertise to architect solutions that meet compliance standards and KPIs for quality, cost, and caregiver experience. From analyzing service delivery systems and optimizing capacity planning to troubleshooting complex issues and implementing permanent fixes, you ensure minimal disruption and maximum efficiency. Your proactive approach includes disaster recovery participation, incident response, and continuous monitoring of production environments. By applying best practices, driving process improvements, and utilizing data-driven insights, you enable predictable, on-time releases and cost-effective operations. Ultimately, you help deliver resilient, innovative solutions that empower caregivers and enhance service excellence across the organization.

Please note the following important details regarding this position:

• This position is based on-site at our Redmond, Washington office.
• Applicants must currently live within a 65-mile radius of Redmond.
• The role requires flexibility to participate in a rotational on-call schedule to ensure system availability and address critical issues outside standard business hours.
• Shift: 10 hours
• Work Week Options:
  • Sunday – Wednesday
  • Wednesday – Saturday
  • Monday – Friday

Essential Functions

• Serve as Incident Commander for major incidents, leading real-time response, coordination, and communication across technical and business teams.
• Direct incident bridges, ensuring timely escalation, stakeholder updates, and clear action assignment to restore service quickly.
• Drive root cause analysis, document incident timelines, and ensure permanent corrective actions are identified and tracked.
• Maintain readiness for rapid response, including participation in on-call rotations and disaster recovery drills.
• Continuously improve incident management processes, playbooks, and reporting to enhance organizational resilience.
• Support service reliability through proactive monitoring, trend analysis, and process improvements.
• Collaborate with engineering teams to implement automation and reporting solutions that support incident management.
• Ensure compliance with organizational standards and contribute to operational excellence initiatives.

Required Qualifications:

• Bachelor's Degree in Computer Engineering, Computer Science, Mathematics, Engineering -OR- a combination of equivalent education and experience
• 1 or more years of related experience
• Experience in automation, specifically related to deployment, recovery, or other manual processes.

Preferred qualifications:

• Experience in a Healthcare environment
• 1 or more years of experience in a Network Operations Center or Incident Command Center
• Proven expertise in major incident management or command center operations
• Strong communication and leadership skills, especially under pressure
• Hands-on experience with the ITIL framework, including Incident, Problem, and Change Management

Why Join Providence?

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security. We take care of you, so you