Service Engineer II IS, Incident Command Center

Description

Providence 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 Functions

• Serve 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 experience
• 2 or more years of related experience
• Experience in automation, specifically related to deployment, recovery, or other manual processes
• Experience with n-tier solutions
• Experience 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 environment
• 2 or more years of experience in a Network Operations Center or Incident Command Center
• Proven expertise in major incident management or command center operations
• Strong communication and leadership skills, especially under pressure
• Hands-on experience with the ITIL framework, including Incident, Problem, and Change Management

Why 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 for everyone, especially the most vulnerable in our communities.

About Providence

At Providence, our strength lies in Our Promise of "Know me, care for me, ease my way." Working at our family of organizations means that regardless of your role, we'll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Providence offers a comprehensive benefits package including a retirement 401(k) Savings Plan with employer matching, health care benefits (medical, dental, vision), life insurance, disability insurance, time off benefits (paid parental leave, vacations, holidays, health issues), voluntary benefits, well-being resources and much more. Learn more at providence.jobs/benefits.

Applicants in the Unincorporated County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Unincorporated Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act."

About the Team

Providence Shared Services is a service line within Providence that provides a variety of functional and system support services for our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

Providence is proud to be an Equal Opportunity Employer. We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law. We believe diversity makes us stronger, so we are dedicated to shaping an inclusive workforce, learning from each other, and creating equal opportunities for advancement.

Requsition ID: 401559

Company: Providence Jobs

Job Category: Development/Engineering

Job Function: Information Technology

Job Schedule: Full time

Job Shift: Day

Career Track: Business Professional

Department: 4011 SS IS TEO NETWORK SVCS

Address: WA Redmond 17425 NE Union Hill Rd

Work Location: Redmond Junction At Bear Creek

Workplace Type: On-site

Pay Range: $50.32 - $79.45

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.