Altera, a new member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Allscripts TouchWorks®, Allscripts® Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.
Overview
You will be accountable for providing exceptional client support and service for Altera’s Solutions, by leading, managing, and coordinating the work of the team responsible for solving complex problems of mission-critical hospital systems. You possess expert knowledge of the organization’s products and serve as a leader, subject matter expert, and mentor to the team and others in the company. You possess a curiosity and open mindset for understanding the root cause and identifying permanent solutions to remedy the problem at hand. Notably, the leader and manager should have independent judgment and advanced problem-solving skills and have the passion and thrive in building and coaching a high-performance team. As a team leader at Altera, you continuously seek ways to improve yourself, team processes, and product and service quality. Lastly, You love seeing our clients and our teams succeed.
Responsibilities
Leads and manages team involved with solving the most complex database-related issues directly with client DBAs, Development, and external subject matter experts.
Management-level responsibilities, including but not limited to client escalations and client meetings.
Interacts with client hospital IT staff and leadership via phone, email, chat, online or on-site meetings
Regular review and management of team performance metrics and goals
Mentors and coaches team members
Participate in management and leader meetings and training.
Stays abreast of current product technology, design changes, and new products offered.
Stays abreast of current leadership and management best practices
Connects to client environments to troubleshoot and resolve incidents.
Create and review knowledge and Knowledge articles
Leads and performs root cause analysis of recurring issues.
Provides thought leadership in developing new ideas and processes to improve client satisfaction and outcomes across the client base.
Qualifications
Academic and Professional Qualifications:
Bachelor’s Degree (In an IT-related field preferred)
Certification or experience in supervisory or leadership/management roles. (Required)
Microsoft SQL Server Certified (preferred)
Experience:
10+ years of relevant work experience
2-3 years of experience in leading and managing a team
Expert level / Tier 3 support (Preferred)
Advanced or expert SQL Server knowledge working in a mid to large-size organization with mission-critical systems
Relevant experience with technologies including Windows Operating System, Windows Clustering, AlwaysOn, and Active Directory.
Understanding of technologies used to host and deploy enterprise software, such as Azure, virtualization, cloud, and Citrix.
Strong English language verbal and written communication skills.
Leadership and business acumen.
Proven ability to mentor, coach, and build teams.
Able to lead or provide leadership in project settings, adhering to deadlines and other commitments.
Creating, presenting, and leading technical discussions with senior client leadership
Travel Requirements:
International travel may be required
Up to 10% travel may be required
Working Arrangements:
Work is performed in a standard office environment, or remote location with acceptable network coverage
We are an Equal Opportunity Employer. No job applicant or employee shall receive less favorable treatment or be disadvantaged because of their gender, marital or family status, color, race, ethnic origin, religion, disability or age; nor be subject to less favorable treatment or be disadvantaged on any other basis prohibited by applicable law.
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