Job Description

About Providence


Providence, one of the US's largest not-for-profit healthcare systems, is committed to high quality, compassionate healthcare for all. Driven by the belief that health is a human right and the vision, 'Health for a better world', Providence and its 121,000 caregivers strive to provide everyone access to affordable quality care and services.


Providence has a network of 51 hospitals, 1,000+ care clinics, senior services, supportive housing, and other health and educational services in the US.


Providence India is bringing to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation, and play a vital role in driving digital transformation of health systems for improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.





Why Us?


• Best In-class Benefits
• Inclusive Leadership
• Reimagining Healthcare
• Competitive Pay
• Supportive Reporting Relation


How is this team contributing to vision of Providence?


The Administrative Technologies team focuses on creating platform, services, products for the 119K Caregivers (employees) and provides opportunities in Application development, Data Engineering, Service Maturity/ Quality of Service, Reporting & Analytics, 3rd Party SaaS products integrations.
We are a group of passionate product managers, engineers, SREs focused on developing platforms and services for transforming experience of Caregivers and enabling Caregivers to give better experience to patients.


What will you be responsible for?


The ideal candidate will have a blend of Strong Service Engineering, DevOps, Technical skills in system and application development, deployment, administration, manage, nurture, and lead service Engineering team. Candidate should be adept at applying her/ his experience with a focus on DevOps, Service Maturity and improvement, problem solving, process improvement, best in class service delivery ensuring high availability, reliability, customer experience and building best in class Service Engineering team. Candidates should be highly collaborative and have a strong drive for high quality.


Develop a robust, highly effective passionate service engineering team through effective alignment of talent, development of key personnel, and management of cross-functional centralized team assets.
People Management
Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
Model - Live our culture; Embody our values; Practice our leadership principles.
Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
Care - Attract and retain great people; Know everyone's capabilities and aspirations; Invest in the growth of others.
Drives Service Engineering Principles and ensure service engineering principles adopted across portfolio.
Drive development of automated solutions across the programs to enable engineering teams to meet customer/business requirements more efficiently and reliably, reviews the impact of automation across portfolios and evaluates solutions for reusability,
Help foster innovation in tools and processes to make the team more effective and efficient.
Build strong partnerships and work effectively with Engineering teams and Global Teams to share knowledge and be an effective advocate for internal/external partners.
Shares and defines insights, best practices, and standards that can be applied to improve system, platform, and/or product development and operations across the business.
Leads in the design, implementation and overall delivery of technology and tools for Project/Programs.
Provides deep business and technical expertise as required to deployed applications, infrastructure, resolve major incidents and ensures service engineering teams across the business have the technical expertise, tools, and resources to deploy applications/infra
ensures service engineering teams across the business have the technical expertise, tools, and resources to respond to incidents and identify scalable solutions that prevent incident recurrence across products. Holds teams accountable for meeting availability, SLA , Delivery KPIs and customer/business requirements, keeps internal and external stakeholders and executive leaders apprised of details related to customer/business impact.
Provides deep business and technical expertise as required to adopt new technologies and processes to improve service maturity across the pillars.
Hire, lead, and mentor a team of service engineers, providing technical and career coaching to help them grow their skills and careers.
Bring in & Drive changes to improve productivity, predictability in Service Engineering space in line with organizational aspirations & culture.
Manage the relationship between engineering teams and the business up to the General Manager level, driving acceptance of Service Engineering from In design discussions, in releases, systemic changes to configurations, ensuring high availability of critical applications (e. g. redundancy, no single points of failure, etc.), and high-quality Requests for Change (RFCs). Influence senior level decision makers regarding investment priority.
Demonstrate the delivery of significant business value through status reports, monthly and quarterly business reviews, newsletters, etc. Attend business reviews with stakeholders.
Ability to take risks and put a structure around it and achieve the goals with focus on people, quality.
Participate in LSIs and Drive Live Site Culture from Service Ops point of view.


What would your week look like?


Closely work with your team on the delivery and roadmap execution while continuously looking to evolve Service Engineering efficiencies and giving feedback for service and product maturity.
Partner with Software Engineering, Product Management and Service Operations team for Quality of Service and better customer experience.
Partner with Global Teams on shared goals and focus on the outcomes with a collaborative mindset.
Own the End-to-End Caregiver Service/Application from Service Engineering ownership point of view and decision for Service Engineering.
Continuous feedback and Coaching Team Members


Who we are looking for?


12+ years working in a Service Engineering/Product Organization.
2-4 years managing and developing technical teams with a coaching and caring approach.
Demonstrated ability to manage application portfolio, solve diverse technical problems and develop/execute remediation plans.
Strong working knowledge of Azur Cloud Platform. Including strong knowledge of SQL, Azure Administration, DevOps, Deployment, Automation.
Hands on experience in implementing and managing high availability, resiliency, BCDR, Monitoring and telemetry.
4-5 years Management/leadership experience
Passion for developing others and being vested in their success.
Passion for quality advertiser and end-user experiences
Excellent oral and written communication, presentation, and analytical skills
Strong negotiation and collaboration skills
Knowledge of wider advertising industry and technology trends
A strong technical (good understanding of Automation, scripting skills) and business background
Experience partnering with global teams, client services & support, technology teams and other functions as appropriate.
Ability to work through self-directed, ambiguous situations.
Demonstrated skills in dealing with strong and diverse groups.
Deep understanding of service and support operational excellence and best practices
Ability to self-direct and work independently, with an eagerness to consistently meet and exceed commitments/objectives and take ownership of complex problems.
Technical knowledge of Windows & networking and experience with large-scale application support.
Strong experience in Azure, PowerShell, SQL Server, Service Maturity in Resiliency, HA, Site Reliability, Monitoring and Performance areas.
BS or MS in Computer Science or equivalent


Providence is proud to be an Equal Opportunity Employer. We appreciate differences related to the factors including but not limited to background, education, gender, age, generation, religious background, ability, technical skills in all our employment related opportunities.


Health is a human right
Providence's vision to create 'Health for a Better World' aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization's success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.


Contact our Integrity hotline also, read our Code of Conduct.