Job Summary
Job Description
Job Description Summary
This role collaborates with development, infrastructure and architecture teams to build and maintain technology solutions. They are responsible for updates to applications / technology platforms, setting up monitoring, responding to issues, troubleshooting and general maintenance of the systems.
They will act as the liaison for various IT (Information Technology) infrastructure, security, and development teams. Also responsible for addressing any requests, inquiries, and escalations from customers, help desk, or business partners.
MAJOR RESPONSIBILITIES
System Development and Administration:
o Collaborate with IT development, architecture and infrastructure teams to build, refine, test, secure, and debug system capabilities as needed.
o Develop and customize Ivanti Service Manager Neurons / ServiceNow platform solutions, design workflows, business rules, and automation processes
o Configure incident, problem, change, and asset management modules
o Author and maintain technical documentation (such as workflow charts and diagrams, and system specifications).
o Observe the team’s delivery workflow and suggest changes in process/tooling to gain efficiencies.
o Support one or more business applications as needed by the team.
Monitoring & Support:
o Collaborate with infrastructure and application development teams to design an effective system monitoring & alerting plan.
o Respond to any system anomalies like performance or vulnerability alerts and partner with respective teams to remediate them.
o Respond to inquiries from business partners, requests from users, support calls/tickets escalated by help desk.
o Author and maintain knowledgebase for the effective resolution of repetitive requests, inquiries, and requests.
o Conduct root-cause analysis for system related incidents. Facilitate root-cause analysis for incidents related to infrastructure or other externally managed dependencies.
People Management:
o While not having direct reports, this position will partner with the team manager on matters like capacity management, maximizing the throughput of the available staff, employee feedback, retention, etc.
o This role will be seen as a mentor by other team members. Conduct peer reviews, provide guidance on specific matters and coach the team to elevate their performance and develop their skills.
Release Management:
o Understand and adhere to IS change management policies.
o Identify and execute best practices to ensure a streamlined, reliable deployment and a streamlined, reliable roll-back process.
o Demonstrate good judgement on risk and impact for various types of changes done by the team. Ability to grade appropriately critical/highly visible changes vs routine/low risk changes.
MINIMUM JOB REQUIREMENTS
Education
o A bachelor's degree in computer science or related field.
o ITIL certification (preferred)
o Certification in Ivanti / ServiceNow (preferred).
Work Experience
o 7+ years of experience in software configuration and development on relevant platforms.
o 4–6 years of relevant experience in Ivanti ISM/ ServiceNow development.
Knowledge / Skills / Abilities
o 4+ years hands-on development experience with desired programming languages and database tools.
o 4+ year in an operations role providing production support for large enterprise grade applications.
o Ability to independently design, build and troubleshoot highly complex features.
o Understanding of software development lifecycle, as well as agile software development methodologies.
o General awareness of web and cloud technologies, differences between SaaS, PaaS and on-premises hosted system deployments.
o Excellent verbal and written communication. Able to articulate technical information in the language of the audience (business leaders vs technical personnel).
o Ability to work independently as a self-starter, and within a team environment.
o Familiarity with DevOps concepts and tools like Jenkins, Bitbucket, etc.
o Understanding of concepts like disaster recovery, business continuity, etc.
About Medline India:
Medline India was setup in 2010 in Pune, primarily as an offshore Development centre and to augment resources for Medline Industries LP headquartered in Chicago, USA. We are a 1500+ strong and growing team of technology, finance & and business support professionals who support our businesses worldwide towards a mission to make healthcare run better. We are proud to be certified as a ‘Great Place to Work’ by the Great Place to Work Institute® (India) for the duration May 2023 – May 2024.
We are an organization with a conducive work environment, ample opportunities to learn, contribute and grow with a highly empowered & engaged team. We encourage our people to share their best ideas and create new opportunities for our customers and ourselves to work together to solve today’s toughest healthcare challenges.
About Medline Industries, LP:
Established in 1966, Medline Industries LP is a renowned global healthcare organization boasting 56 years of consecutive sales growth, exceeding $21 billion in annual sales. With a workforce of over 36,000 professionals spread across the globe, we operate in more than 125 countries and territories. As the largest privately held manufacturer and distributor of medical supplies in the United States, Medline is uniquely positioned to offer comprehensive products, education, and support across the continuum of care.
At present, Medline Industries, LP holds the esteemed position as the #1 market leader, delivering an extensive portfolio of over 550,000 medical products and clinical solutions. Our clientele includes hospitals, extended care facilities, surgery centres, physician offices, home care agencies, providers, and retailers. We are proud to be recognized by Forbes as one of America’s Best Large Employers and Best Employers for Women. Additionally, the Chicago Tribune has consistently named us a Top Workplace for the past 12 years.
