R1 is a leading provider of technology-driven solutions that help hospitals and health systems to manage their financial systems and improve patients experience. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry's most advanced technology platform, encompassing sophisticated analytics, Al, intelligent automation and workflow orchestration. R1 is a place where we think boldly to create opportunities for everyone to innovate and grow. A place where we partner with purpose through transparency and inclusion. We are a global community of engineers, front-line associates, healthcare operators, and RCM experts that work together to go beyond for all those we serve. Because we know that all this adds up to something more, a place where we're all together better.
R1 India is proud to be recognized amongst Top 25 Best Companies to Work For 2024, by the Great Place to Work Institute. This is our second consecutive recognition on this prestigious Best Workplaces list, building on the Top 50 recognition we achieved in 2023. Our focus on employee wellbeing and inclusion and diversity is demonstrated through prestigious recognitions with R1 India being ranked amongst Best in Healthcare, Top 100 Best Companies for Women by Avtar & Seramount, and amongst Top 10 Best Workplaces in Health & Wellness. We are committed to transform the healthcare industry with our innovative revenue cycle management services. Our goal is to make healthcare work better for all by enabling efficiency for healthcare systems, hospitals, and physician practices. With over 30,000 employees globally, we are about 16,000+ strong in India with presence in Delhi NCR, Hyderabad, Bangalore, and Chennai. Our inclusive culture ensures that every employee feels valued, respected, and appreciated with a robust set of employee benefits and engagement activities.
Job Summary
R1 RCM's Network Operations Center (NOC) is a 24/7 operations team responsible for monitoring the health of the R1 RCM Network, Call Centers, Cloud Infrastructure and Software Delivery across a global footprint. NOC Analysts monitor inbound alarms from multiple monitoring platforms and are responsible for responding to these alarms, preforming Tier 1 and 2 troubleshooting and if necessary, escalating issues to internal engineering teams or external vendors. NOC analysts are responsible for manning major incident bridges, alerting management to high visibility issues and raising awareness of inbound issues that may impact R1's ability to deliver service. NOC Analysts are required to work in a 24/7 environment and overnight and day shift work may be required depending on the position.
Job Responsibilities
- Create and resolve trouble tickets following standard run books.
- Follow all ticket handling process and procedures.
- Use tools to monitor network infrastructure and proactively respond to network abnormalities.
- Manage a queue of trouble tickets working to resolve issues within standard SLA's.
- Identify possible major incidents and issues and proactively escalate to NOC Manager and Director.
- Note all incidents with clear work log notes and communicate Root Cause Analysis when resolved.
- Escalate and engage Tier 2 level resources when necessary.
- Join Major Incident Bridge, when necessary, communicate application and device performance as needed.
- Complete daily checks and provide reports to leadership so they are aware of ongoing issues and network abnormalities.
- Complete change requests to suppress or reactivate alerting during maintenance windows.
Job Skills & Qualifications
- Associates Degree in a technical discipline or 2+ Years experience in an IT help desk, Deskside support, IT Administration, Network Administration role.
- Familiarity with OSI based network troubleshooting and best practices.
- Ability to multi-task, prioritize, and manage time effectively.
- Good interpersonal skills and professional demeanor
- Excellent verbal and written communication skills
- Experience in using ServiceNow or similar industry standard ticketing platform.
- Experience in using PRTG, Nagios, LogicMonitor or Solarwinds Monitoring platforms or similar industry standard monitoring platforms.
- Experience with APM based monitoring such as Application Dynamics or Dynatrace
- Familiarity with connections to and from AWS/Azure.
- Familiarity with virtual desktop and similar functionality.
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.
Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits package. To learn more, visit: r1rcm.com
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