Systems Management Specialist

The role provides support for InterSystems applications such as TrakCare, Personal Community and HealthShare, as well as the systems, infrastructure and services required to provide those applications to our clients as fully hosted or managed services.   It covers the timely delivery of new solutions; ongoing availability, performance and security of existing solutions; and maximization of stakeholder satisfaction.

Responsibilities

• Help to ensure that all service components are monitored 24x7 for availability, capacity and performance using agreed tools and processes.  
• Help to ensure that monitoring events are prioritized based on urgency and importance and result in agreed outcomes e.g. 24x7 call-out as per agreed event management process.
• Help to ensure that service metrics are reviewed and reported on a regular basis and that steps are taken to resolve any issues or negative trends that may be identified.
• Help to respond to incidents and troubleshoot them - independently and using multiple data sources where required - in a timely manner, as per agreed incident management processes.  Participate in the completion of detailed, logically consistent RCA reviews.  
• Participate in 24x7 on-call rota as required.  This includes participating in primary and secondary on-call.
• Ensure that regular operational and compliance checks and tasks are completed e.g. daily, monthly and yearly checks including backups, security testing and disaster recovery, using agreed procedures.
• Complete service requests within agreed timelines as per agreed request management processes.
• Pro-actively identify potential and/or actual issues affecting operational services and address them using agreed processes and operating procedures.
• Support the deployment of changes and releases into managed environments in line with agreed processes and standards.  To minimize client impact, this may require work to be done during antisocial hours.
• Ensure the timely completion of assigned projects and/or work-streams, provide updates as required, raise or address risks and issues in a pro-active manner.
• Support the automation of tasks using agreed tools and/or scripting as per automation strategy.
• Maintain good relationships with other teams, customers and suppliers.  Maximise team working and collaboration.
• Continue to look for ways that the service can be improved and, where agreed, lead or assist with the implementation of service improvements.   In particular, focus on service automation opportunities in line with the wider hosted services strategy and available tools.

 Experience & Qualifications

• Ideally would have experience of providing operational / administrative support in managed service / IT environments, ideally with ITIL or ISO20000 compliance.
• Good troubleshooting approach / experience across complex environments.
• Exposure to, and ideally some experience of installing, configuration and managing, some of InterSystems’ products e.g. Caché or IRIS, TrakCare and/or HealthShare.  Ideally, exposure to InterSystems Caché or IRIS ObjectScript programming language.
• Good technical skills with hands-on support for as many as possible of the following:

• Linux systems administration (RHEL 7.x or above preferred).
• VMWare systems administration (7.x or above preferred).
• Storage and backup environments e.g. EMC Unity, EMC Data Domain, Avamar, Veeam.
• Microsoft Windows Server and Active Directory (2016 or above preferred).
• Nagios or similar monitoring tools.
• Patching using Red Hat Satellite Server and/or WSUS.
• Configuration management using Ansible and/or Puppet.
• Security scanning using Nessus.
• Deployment and management of cloud-based services (AWS preferred).
• Service Now scripting
• Exposure to scripting, automation and cloud deployment (AWS preferred).