Job Description
Altera, a new member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the SunriseTM, Paragon, Altera TouchWorks, Altera Opal, STARTM, HealthQuestTM and dbMotionTM 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.
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.
JOB INFORMATION
Job Title: Snr. Technical Support Consultant
Level: P3
Country(ies): INDIA
Reports To: Manager, Technical Support
HR JOB INFORMATION
Function: Client Support
Job Family: Technical Support Consultant
JOB SUMMARY
Provides technical support to clients via the telephone and/or Internet (e.g., instant message, email). Assesses nature of system or service issues and resolves technical or sophisticated support problems through independent judgment and advanced problem-solving skills.
ESSENTIAL FUNCTIONS/MAJOR JOB RESPONSIBILITIES
• Possesses sound knowledge of organization's products
• Follows all Standard Operating Procedures SOP's (i.e. Patient Safety and Compliance)
• Diagnoses and resolves client questions or problems over the telephone/Internet in the areas of system configuration/setup, product functionality and bugs/enhancements
• Leverages common industry tools used for OS, SQL, Networking.
• Tracks and documents inbound support requests and ensures proper notation of client problems or issues
• Documents problems and solutions to train lower-level support on how to properly address client or product problems
• Maintains a log (SNOW) of issues and conveys client feedback regarding issues and collaborates with product development staff, via problem record or issue case to improve on current design or to identify possible problems with design
• Assists field technicians who are troubleshooting problems or repairing product.
• Achieves established support goals
• Stays abreast of current technology in products, design changes, and new products offered
• Works directly with clients on very complex or multifaceted problems, leading the effort through ongoing engagement, in some instances, at the client site
• Acts as a lead support resource, handling issues that are subject to high-profile escalations for that entire product
• Handles all specific product related functional and technology related issues including work required for system/data recovery, involving other necessary resources at Altera
• Provides formal training to team members and documentation as needed
• Identifies opportunities for cost saving through increased efficiency and the development of tools
• Identifies potential revenue generating opportunities and work with their management team to realize these opportunities
• Acts as a single point of contact for client specific engagements in absence of his/her manager
• May participate in new hire process. Interviews potential new hires and participates in selection process
• Consultant must be able to demonstrate competency in technologies used to deliver the application ORACLE, JAVA Web technologies including: Oracle Database Administration , Oracle Forms, Oracle Reports PL/SQL and various tools used in Enterprise Computing
JOB REQUIREMENTS
Education
Education Level Education Details Required/Preferred
Bachelor's Degree Preferred
Work Experience
Experience Experience Details Required/Preferred
5+ years relevant work experience; 2-3 years at a Database Administrator level or equivalent experience Preferred
Additional Work Experience
Experience Experience Details Required/Preferred
2-3 years of the total experience should be at the Database Administrator Required
Certifications
Licenses/Certifications Licenses/Certification Details Required/Preferred
Certifications as needed for a specific technical role and/or relevant experience. ITIL Certification Preferred
Knowledge, Skills and Abilities
• Displays mastered level knowledge of the following:
• Altera Solutions and knowledge of Altera clients and familiarity with the healthcare industry in general
• Microsoft technologies as well as other 3rd party technical solutions, OS/DB/SQL, networking and security
• Knowledge of writing advanced scripts to perform troubleshooting
• Software support experience demonstrating troubleshooting / analytical skills
• Software development life cycle
• Configuring and using one or more applications or components
Working Arrangements
• Standard work week or as defined by assignment requirements
• Primarily works in standard office environment or remotely
• May require after-hours, on-call support and/or holidays
• On-call and after hours work during peak times including end of month/quarter/year; during this time PTO is limited to meet business needs
Travel
• None
PHYSICAL DEMANDS/WORKING CONDITIONS
Physical Demand Requirements
This section lists the physical demands that must be met by an associate to successfully perform the essential functions of the job.
Requirement N/A Regularly Frequently Occasionally
Sitting X
Standing X
Walking X
Climbing/Balancing X
Reaching with arms and hands X
Stooping/Kneeling/Crawling X
Talking X
Hearing X
Vision - close, peripheral, depth, ability to adjust focus X
Use of electronic keyboard X
Frequency Key
Regularly: With a constant or definite pattern
Frequently: Often or habitually
Occasionally: At infrequent or irregular intervals
Description of Work Environment/Conditions
This section describes the work environment as associate should expect to encounter while performing the essential functions of the job. Select Y or N in the appropriate column for each category.
Working Environment Yes or No If yes to last two categories, please specify
Typical office or computer environment Yes
Mostly indoor office environment with windows Yes
Office with equipment noise No
Offices with frequent interruptions Yes
Required to work irregular hours (i.e. shift, overtime, weekends) If yes, please specify Yes Based upon the needs of the client
Other? Please specify No
COMPETENCIES
Each competency is assigned a proficiency level. Proficiency levels define the degree of expertise that is required for each competency to be successful in the role.
Mastered (M): Demonstrates extensive depth and breadth of expertise in advanced concepts and processes. Applies competency in highly complex and ambiguous situations within and across disciplines. Associates operating at this level of proficiency serve as an acknowledged authority, adviser, key resource and subject matter expert across the company.
Advanced (A): Demonstrates extensive understanding of advanced concepts and processes. Applies competency in complex and unstructured situations. Associates operating at this level of proficiency seek minimal guidance and serve as a resource to others across the company.
Proficient (P): Demonstrates a thorough understanding of core concepts and processes. Applies the competency in routine and non-routine situations. Associates working at this level of proficiency work independently with minimal guidance and direction to perform associated tasks.
Basic (B): Demonstrates a basic awareness and familiarity of concepts and processes. Applies the competency in a wide range of routine, structured situations. Associates operating at this level of proficiency require regular, specific guidance to perform associated tasks.
Level: P4
Core Competencies
Competency Name Competency Description Proficiency Level Behavioral Indicators
Client Service (internal and external) Values and delivers high quality, innovative service to all clients. Anticipates, meets and exceeds the needs and expectations of clients. Works together, building long-term client relationships and focuses efforts on delivering increased client value. Advanced Understands the clients' issues and seeks information about their current and future requirements; Advocates on behalf of clients to senior management, identifying approaches that meet clients' needs as well as those of the organization; Handles client escalations and diffuses contentious situations
Quality Focused Demonstrates the underlying drive to ensure that quality is not compromised within the working environment. Includes the identification and maintenance of standards to meet the needs of the client. Advanced Takes steps to identify and address existing and potential obstacles, issues and opportunities that could impact quality; Establishes quality review processes; Seeks feedback from clients and peers to ensure quality standards are being maintained; Monitors the progress of work assignments against project milestones and/or agreed standards of work
Results Oriented Committed to achieving goals and consistently delivering results. Holds self accountable. Demonstrates personal initiative and motivation; action and results-oriented; takes risks when necessary; undaunted by obstacles, perseveres to achieve goals. Advanced Acts as a role model for consistently delivering results across the Business Unit or function; Challenges ineffective work processes and offers constructive alternatives; Responds to setbacks with renewed and increased efforts; Is persistent in the face of difficulty
Accountability Accepts full responsibility for delivering high-quality and timely results. Delivers on commitments and displays a strong commitment to the success of the organization. Displays honesty and integrity and confronts and resolves problems quickly. Advanced Possesses a strong commitment to exceeding clients' expectations; Consistently presents a calm, competent and professional image to the client and other associates; Measures the risks involved while taking a course of action
Communications Effectively communicates information in a variety of ways, including verbal and written forms; listens and probes for new ideas and invites responses; creates open channels of communication; keeps others well informed; listens carefully to input and feedback. Advanced Converses with, prepares reports and creates/delivers presentations to all levels of colleagues, peer groups and clients in ways that support problem solving and planning; Explains the context of multiple interrelated situations, asks probing questions and solicits input; Writes, prepares and presents on complex and highly specialized issues
Collaboration Interacts with others in the pursuit of common mission, vision, values and goals. Cooperates with others to accomplish common goals; treats others with dignity and respect and values the contributions of others. Advanced Works with colleagues across the organization to share best practices for problem resolution; Engages the right people within and beyond organizational boundaries to accomplish goals; Encourages the exchange of ideas and information across the organization; Listens to ideas from others, even when different from own
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.
JOB INFORMATION
Job Title: Snr. Technical Support Consultant
Level: P3
Country(ies): INDIA
Reports To: Manager, Technical Support
HR JOB INFORMATION
Function: Client Support
Job Family: Technical Support Consultant
JOB SUMMARY
Provides technical support to clients via the telephone and/or Internet (e.g., instant message, email). Assesses nature of system or service issues and resolves technical or sophisticated support problems through independent judgment and advanced problem-solving skills.
ESSENTIAL FUNCTIONS/MAJOR JOB RESPONSIBILITIES
• Possesses sound knowledge of organization's products
• Follows all Standard Operating Procedures SOP's (i.e. Patient Safety and Compliance)
• Diagnoses and resolves client questions or problems over the telephone/Internet in the areas of system configuration/setup, product functionality and bugs/enhancements
• Leverages common industry tools used for OS, SQL, Networking.
• Tracks and documents inbound support requests and ensures proper notation of client problems or issues
• Documents problems and solutions to train lower-level support on how to properly address client or product problems
• Maintains a log (SNOW) of issues and conveys client feedback regarding issues and collaborates with product development staff, via problem record or issue case to improve on current design or to identify possible problems with design
• Assists field technicians who are troubleshooting problems or repairing product.
• Achieves established support goals
• Stays abreast of current technology in products, design changes, and new products offered
• Works directly with clients on very complex or multifaceted problems, leading the effort through ongoing engagement, in some instances, at the client site
• Acts as a lead support resource, handling issues that are subject to high-profile escalations for that entire product
• Handles all specific product related functional and technology related issues including work required for system/data recovery, involving other necessary resources at Altera
• Provides formal training to team members and documentation as needed
• Identifies opportunities for cost saving through increased efficiency and the development of tools
• Identifies potential revenue generating opportunities and work with their management team to realize these opportunities
• Acts as a single point of contact for client specific engagements in absence of his/her manager
• May participate in new hire process. Interviews potential new hires and participates in selection process
• Consultant must be able to demonstrate competency in technologies used to deliver the application ORACLE, JAVA Web technologies including: Oracle Database Administration , Oracle Forms, Oracle Reports PL/SQL and various tools used in Enterprise Computing
JOB REQUIREMENTS
Education
Education Level Education Details Required/Preferred
Bachelor's Degree Preferred
Work Experience
Experience Experience Details Required/Preferred
5+ years relevant work experience; 2-3 years at a Database Administrator level or equivalent experience Preferred
Additional Work Experience
Experience Experience Details Required/Preferred
2-3 years of the total experience should be at the Database Administrator Required
Certifications
Licenses/Certifications Licenses/Certification Details Required/Preferred
Certifications as needed for a specific technical role and/or relevant experience. ITIL Certification Preferred
Knowledge, Skills and Abilities
• Displays mastered level knowledge of the following:
• Altera Solutions and knowledge of Altera clients and familiarity with the healthcare industry in general
• Microsoft technologies as well as other 3rd party technical solutions, OS/DB/SQL, networking and security
• Knowledge of writing advanced scripts to perform troubleshooting
• Software support experience demonstrating troubleshooting / analytical skills
• Software development life cycle
• Configuring and using one or more applications or components
Working Arrangements
• Standard work week or as defined by assignment requirements
• Primarily works in standard office environment or remotely
• May require after-hours, on-call support and/or holidays
• On-call and after hours work during peak times including end of month/quarter/year; during this time PTO is limited to meet business needs
Travel
• None
PHYSICAL DEMANDS/WORKING CONDITIONS
Physical Demand Requirements
This section lists the physical demands that must be met by an associate to successfully perform the essential functions of the job.
Requirement N/A Regularly Frequently Occasionally
Sitting X
Standing X
Walking X
Climbing/Balancing X
Reaching with arms and hands X
Stooping/Kneeling/Crawling X
Talking X
Hearing X
Vision - close, peripheral, depth, ability to adjust focus X
Use of electronic keyboard X
Frequency Key
Regularly: With a constant or definite pattern
Frequently: Often or habitually
Occasionally: At infrequent or irregular intervals
Description of Work Environment/Conditions
This section describes the work environment as associate should expect to encounter while performing the essential functions of the job. Select Y or N in the appropriate column for each category.
Working Environment Yes or No If yes to last two categories, please specify
Typical office or computer environment Yes
Mostly indoor office environment with windows Yes
Office with equipment noise No
Offices with frequent interruptions Yes
Required to work irregular hours (i.e. shift, overtime, weekends) If yes, please specify Yes Based upon the needs of the client
Other? Please specify No
COMPETENCIES
Each competency is assigned a proficiency level. Proficiency levels define the degree of expertise that is required for each competency to be successful in the role.
Mastered (M): Demonstrates extensive depth and breadth of expertise in advanced concepts and processes. Applies competency in highly complex and ambiguous situations within and across disciplines. Associates operating at this level of proficiency serve as an acknowledged authority, adviser, key resource and subject matter expert across the company.
Advanced (A): Demonstrates extensive understanding of advanced concepts and processes. Applies competency in complex and unstructured situations. Associates operating at this level of proficiency seek minimal guidance and serve as a resource to others across the company.
Proficient (P): Demonstrates a thorough understanding of core concepts and processes. Applies the competency in routine and non-routine situations. Associates working at this level of proficiency work independently with minimal guidance and direction to perform associated tasks.
Basic (B): Demonstrates a basic awareness and familiarity of concepts and processes. Applies the competency in a wide range of routine, structured situations. Associates operating at this level of proficiency require regular, specific guidance to perform associated tasks.
Level: P4
Core Competencies
Competency Name Competency Description Proficiency Level Behavioral Indicators
Client Service (internal and external) Values and delivers high quality, innovative service to all clients. Anticipates, meets and exceeds the needs and expectations of clients. Works together, building long-term client relationships and focuses efforts on delivering increased client value. Advanced Understands the clients' issues and seeks information about their current and future requirements; Advocates on behalf of clients to senior management, identifying approaches that meet clients' needs as well as those of the organization; Handles client escalations and diffuses contentious situations
Quality Focused Demonstrates the underlying drive to ensure that quality is not compromised within the working environment. Includes the identification and maintenance of standards to meet the needs of the client. Advanced Takes steps to identify and address existing and potential obstacles, issues and opportunities that could impact quality; Establishes quality review processes; Seeks feedback from clients and peers to ensure quality standards are being maintained; Monitors the progress of work assignments against project milestones and/or agreed standards of work
Results Oriented Committed to achieving goals and consistently delivering results. Holds self accountable. Demonstrates personal initiative and motivation; action and results-oriented; takes risks when necessary; undaunted by obstacles, perseveres to achieve goals. Advanced Acts as a role model for consistently delivering results across the Business Unit or function; Challenges ineffective work processes and offers constructive alternatives; Responds to setbacks with renewed and increased efforts; Is persistent in the face of difficulty
Accountability Accepts full responsibility for delivering high-quality and timely results. Delivers on commitments and displays a strong commitment to the success of the organization. Displays honesty and integrity and confronts and resolves problems quickly. Advanced Possesses a strong commitment to exceeding clients' expectations; Consistently presents a calm, competent and professional image to the client and other associates; Measures the risks involved while taking a course of action
Communications Effectively communicates information in a variety of ways, including verbal and written forms; listens and probes for new ideas and invites responses; creates open channels of communication; keeps others well informed; listens carefully to input and feedback. Advanced Converses with, prepares reports and creates/delivers presentations to all levels of colleagues, peer groups and clients in ways that support problem solving and planning; Explains the context of multiple interrelated situations, asks probing questions and solicits input; Writes, prepares and presents on complex and highly specialized issues
Collaboration Interacts with others in the pursuit of common mission, vision, values and goals. Cooperates with others to accomplish common goals; treats others with dignity and respect and values the contributions of others. Advanced Works with colleagues across the organization to share best practices for problem resolution; Engages the right people within and beyond organizational boundaries to accomplish goals; Encourages the exchange of ideas and information across the organization; Listens to ideas from others, even when different from own
💡 Quick Summary
Seeking a career-building opportunity? The Sr Database Administrator position is now open for candidates interested in the Database Administrator sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Database Administrator is a plus.
