Service Engineer II IS, Incident Command Center

DescriptionProvidence caregivers are not simply valued - they're invaluable. Join our team at Enterprise Information Services and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them.As a Service Engineer II at Providence, you play a critical role in designing and maintaining high-performing, reliable, and secure services that support caregivers and business operations. You leverage deep technical expertise to architect solutions that meet compliance standards and KPIs for quality, cost, and caregiver experience. From analyzing service delivery systems and optimizing capacity planning to troubleshooting complex issues and implementing permanent fixes, you ensure minimal disruption and maximum efficiency. Your proactive approach includes disaster recovery participation, incident response, and continuous monitoring of production environments. By applying best practices, driving process improvements, and utilizing data-driven insights, you enable predictable, on-time releases and cost-effective operations. Ultimately, you help deliver resilient, innovative solutions that empower caregivers and enhance service excellence across the organization.Please note the following important details regarding this position:This is an onsite role based at our Redmond, Washington office. Candidates must reside within 65 miles of Redmond, Washington.This role requires flexibility to participate in a rotational on-call schedule to maintain system availability and troubleshoot critical issues outside of regular hours.Essential FunctionsServe as Incident Commander for major incidents, leading real-time response, coordination, and communication across technical and business teams.Direct incident bridges, ensuring timely escalation, stakeholder updates, and clear action assignment to restore service quickly.Drive root cause analysis, document incident timelines, and ensure permanent corrective actions are identified and tracked.Maintain readiness for rapid response, including participation in on-call rotations and disaster recovery drills.Continuously improve incident management processes, playbooks, and reporting to enhance organizational resilience.Support service reliability through proactive monitoring, trend analysis, and process improvements.Collaborate with engineering teams to implement automation and reporting solutions that support incident management.Ensure compliance with organizational standards and contribute to operational excellence initiatives.Required qualifications:Bachelor's Degree in Computer Engineering, Computer Science, Mathematics, Engineering -OR- a combination of equivalent education and experience2 or more years of related experienceExperience in automation, specifically related to deployment, recovery, or other manual processesExperience with n-tier solutionsExperience with resilience modeling (failure mode analysis) and ability to simulate service outages for point solutions (automated) and platforms (manually)Preferred qualifications:Experience in a Healthcare environment2 or more years of experience in a Network Operations Center or Incident Command CenterProven expertise in major incident management or command center operationsStrong communication and leadership skills, especially under pressureHands-on experience with the ITIL framework, including Incident, Problem, and Change ManagementWhy Join Providence?Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring

Created: 2025-12-05