Expert Technical Support Consultant - Performance Management / Remote

Altera, a new member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.

***EXPERT TECHNICAL SUPPORT CONSULTANT - PERFORMANCE MONITORING***

Remote U.S. or Canadian-based Role

Overview

The Proactive Performance Operations (PPO) team at Altera is seeking a highly motivated and passionate individual to join our team. In this role, you’ll monitor the performance of our hosted healthcare solutions, identify, and resolve performance issues, and advocate for our clients within the broader Altera organization.

Responsibilities

• Implement best practices, audits, and enhanced monitoring solutions for Altera hosted solutions.
• Drive continuous improvement projects and automation initiatives within the PPO team. Improve tooling and process capabilities including:
  • Increased automation
  • Better functionality
  • Better integration with other tools
  • Increased business analytics
• Analyze data from monitoring tools to identify and troubleshoot performance problems.
• Work collaboratively with internal IT, business units, clients, partners, and vendors during design and implementation to shape the technical feature set.
• Measure, understand, and identify new success criteria in proactive services capabilities.
• Provide clear and concise communication to clients regarding performance issues and resolutions.
• Contribute to the development and implementation of new monitoring tools and processes.
• Coach and mentor junior team members and share knowledge to improve overall team effectiveness.

Requirements

• Bachelor's degree in computer science, management information systems, or a related field, or equivalent work experience.
• 7+ years’ experience with monitoring and proactive management systems/environments.
• Knowledge of Altera EMR (Hosted & OnPrem) preferred.
• Experience with application/infrastructure monitoring tools, i.e. DynaTrace, AppDynamics, New Relic, or similar solutions.
• Experience with Windows server infrastructure and .NET-based application support.
  • IIS, worker process thread, Web config, Certificate binding
  • Event Logs
  • Server Performance metrics - CPU, Memory, Queue length, MSMQ, I/O, Page writes
  • Perfmon
  • Windows cluster
  • COM+
  • Log Parser
• Intermediate experience with SQL (e.g., SQL Jobs, queries, blocking, Always On).
• Experience with ITSM tools such as Service Desk/ServiceNow or similar solutions.
• Knowledge of the ITIL framework (V3.0 foundation certificate) preferred.
• Knowledge of end-to-end proactive management systems including monitoring tools such as BMC, EG Innovations, GFI Max, EMC SMARTS, and CA
• Able to effectively manage multiple projects and tasks. Demonstrated knowledge of project management concepts and techniques.
• Excellent communication and interpersonal skills; able to work independently and as part of a team.
• Strong problem-solving and analytical skills.
• Passion for technology, curiosity and a commitment to continuous learning.

Additional Info

• This is a client-facing role with high exposure in the organization, so strong communication and the ability to build relationships are essential.
• The PPO team is a tight-knit group that values collaboration and a shared passion for excellence.
• The successful candidate will have a strong understanding of healthcare IT infrastructure and the ability to translate technical data into actionable insights for clients.
• This is a rapidly growing team with opportunities for career advancement.

Travel / Working Arrangements:

• 15-20% travel to client sites as needed.
• Remote role U.S. or Canadian-based role.

Why You Should Join Us!

Altera is a leading provider of healthcare IT solutions, and this role offers the opportunity to make a real impact on the lives of patients and providers. You will be joining a passionate and collaborative team that is committed to delivering exceptional service to our clients. We offer a competitive salary and benefits package, as well as the chance to be part of a company that is shaping the future of healt