Senior Staff Engineer - IT

Responsibilities

• Own ticket lifecycle: create, investigate, update, resolve incidents/service requests using runbooks, ensure SLA compliance.
• Identify potential Major Incidents, trigger escalation, join bridges, and provide structured updates (impact, scope, findings, next actions).
• Perform initial application/API troubleshooting beyond basic checks: error/latency analysis, dependency triage, log-based diagnosis.
• Use AppDynamics and Azure App Insights to analyze performance and availability
• Maintain detailed work logs, update/create runbooks/KB articles, propose alert tuning and monitoring improvements.
• Support change/maintenance windows (alert suppression/reactivation) and validate pre/post health.

Requirements

• Experience: 6-7+ years in NOC/Production Support/Application Support/Operations.
• Azure Application Insights hands-on (failures/performance/dependencies, basic query capability preferred).
• Strong SRE fundamentals : SLIs/SLOs/SLAs, alert noise reduction, runbook-driven operations, error budget, RCA, automation etc .
• Incident & Escalation Management: strong ownership, prioritization, SLA discipline, high-quality ticket notes.
• Major Incident Handling: bridge participation, stakeholder communication, structured incident updates.
• Application Troubleshooting: HTTP basics, identifying app vs dependency vs infra symptoms.
• Good understanding of Kubernetes monitoring and alerting configuration.
• Log Analysis: time correlation, error pattern analysis, evidence collection for escalations.
• APM/Observability: hands-on with AppDynamics for triage (transactions, errors, latency, dashboards).
• ITIL Awareness: Understanding of Incident/Major Incident/Change processes, Problem Management understanding
• Communication & Documentation: runbooks/KB creation and clear written/verbal communication.
• Good-to-Have
• Azure fundamentals for triage (Azure Monitor/Log Analytics, resource/service health signals).
• Exposure to APM tool
• Certifications (Good-to-Have)
• ITIL Foundation (preferred)
• Cloud: Azure Fundamentals (AZ-900) or higher (AZ-104 a plus)
• APM/Observability: AppDynamics and/or Dynatrace certifications (or equivalent observability certs)
• Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.
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Benefits

Additional Information

R1 India is proud to be recognized among the Top 20 of India's Best Companies to Work For 2025 by the Great Place to Work® Institute, marking our third consecutive year of climbing the ranks - from Top 50 in 2023 to Top 25 in 2024, and now amongst the Top 20. This achievement is a testament to the exceptional workplace culture we have collectively cultivated and reflects our unwavering commitment to employee well-being, inclusion, and diversity. Our accolades also highlight our excellence in healthcare, support for millennials, women, diversity, and health and wellness. R1 RCM is a leading provider of revenue cycle services and physician advisory services to healthcare providers. We help transform and manage the commercial infrastructure of care organizations. With over 30,000 employees globally and a robust presence in India, comprising over 17,000 employees across Delhi NCR, Hyderabad, Bangalore, and Chennai, we foster an inclusive culture where every team member feels valued and empowered. Our mission is to transform the healthcare industry by driving efficiency for healthcare systems, hospitals, and physician practices, continuously striving to make healthcare work better for everyone. Location: Noida Shift / On-call: 24x7 operations with rotational shifts including weekend & on-call Role Summary: Provide L1.5/L2-style triage for production issues from monitoring alerts and end-user reports. Perform initial application troubleshooting using Logic Monitor, AppDynamics, Azure Application Insights, logs, and basic Azure checks, manage Major Incidents and escalations with strong technical context, maintain high-quality documentation/runbooks, and uplift reliability through SRE-aligned practices (SLIs/SLOs, alert quality).

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