Remote Platform Engineer (Health Suite Patient Monitoring)

Job Title
Remote Platform Engineer (Health Suite Patient Monitoring)

Job Description

We are seeking a HealthSuite Patient Monitoring Remote Platform Engineer to work on a 24x7 global Level 2 support team

Your role:

• Support troubleshooting of incidents escalated via L1.
• Resolve customer support cases based on SLAs.
• Analyze, effectively triage and resolve works orders when possible.
• Improve triaging and troubleshooting capabilities by leveraging and customizing existing tooling like dashboards and telemetry data from the system.
• Provide dashboards for support KPIs and radiate results via cadence reports.
• Establish and continuously improve proactive monitoring capabilities for on-prem and cloud-based solutions.
• Have a proactive role in monitoring capabilities for on-prem and cloud-based HSPMP solutions.
• Perform proactive monitoring tasks and enhance the proactive monitoring capabilities (e.g. Define new alerts / modify proactive monitoring alerts based on data driven analysis from previous incidents, etc.).
• Communicate the status and progress of work to different teams and support levels.
• Effectively collaborate when working on an issue with RSE, easily provide input and feedback to L1. Additionally, effectively collaborate with L3, development teams, to improve the product.
• Collaborate closely in the escalation management: support L3 to understand and identify the root causes and closely collaborate with NSS/TSS to be in communication with customer, identifying automation and improvement opportunities.
• Be involved in planning and executing updates to the platform.
• Drive towards data-driven decisions by analyzing case data and establishing good KPIs.
• Drive requirements and collaboration with the teams that provide the support tools [stretch] scripting capabilities to customize and improve existing tools to improve the user experience of support team members and overall support experience of the customer e.g., database queries, log analysis, automation scripts, etc.
• Explore customer needs and collaborate with other teams to build better customer experience.

• Bachelor's in engineering (or comparable)
• 5+ years of experience in IT.
• Experience in the healthcare domain.
• Familiar with DevOps ways of working in collaboration with 3rd level support teams.
• Experience in Helpdesk or Service Centers environment
• Fluent in English both verbal and written.
• Willingness to work on call and / or on shifts to support a 24/7 support model

• Demonstrated experience in working and operating in complex multi-national environments working remotely with highly distributed teams.
• Working knowledge of and experience with Linux, Kubernetes, GitHub, Observability, public clouds, Distributed Systems, and Microservices.
• Experience in the Philips solution portfolio around Hospital Patient Monitoring
• Experience in swarming-based incident resolution models.
• Experience in Customer Service Management including management of digital channels and self-service solutions.
• Preferably certifications in any public cloud providers, Linux System Administration, ITIL, etc.
  
  About Philips
  We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
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  If you're interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here .