Healthedge is hiring for Software Engineer

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1-4+ years of experience in handling escalated incidents and monitoring the application performance as well as infrastructure using various tools available.
Listening and synthesis skills.
Previous experience with major incidents (either as a participant or an observer).
ITIL® 3/ITIL® 4 Certification will be an added advantage.
Expertise in ITSM tool preferably Salesforce.
Strong communication skills.
Problem-solving skills.

Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible.
Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
Document troubleshooting steps and service restoration details.
Inform and submit knowledge articles for review.
Verify resolution with end-users and resolve assigned Incidents.
Escalate Major Incidents to the Incident Lead and/or Problem Manager.
Escalate unresolved Incidents to Tier 3/Incident Lead.
Log all Incident/Service Request details.
Escalate unresolved incidents to external support, e.g., Software and Hardware Vendors and liaison between IT and external support provider by coordinating with teams in the organization.
Might involve some early morning shift or evening shifts (India time) to overlap work with US teams. Mostly will not involve very late-night shifts.