Associate Operations Technician

AdvancedMD•South Jordan, UT

10h•Hybrid

About The Position

AdvancedMD is a unified cloud suite of medical office software hosted on Amazon Web Services/AWS including practice management, electronic health records, and patient engagement, and offers managed medical billing services for independent practices. AdvancedMD serves an expansive national footprint of 65,000 practitioners across 14,000 practices and 900 independent medical billing companies. 8.8M insurance claims are processed every month on the AdvancedMD billing platform! Role Summary Are you a technology professional who thrives in fast-paced environments and is passionate about keeping cloud-based systems running reliably? AdvancedMD is seeking an Associate Cloud Operations Technician to join our Cloud Operations Reliability (COR) team, where you’ll play a critical role in monitoring, maintaining, and supporting the performance of our cloud-based healthcare platform. In this role, you’ll be responsible for real-time monitoring of infrastructure and application services, responding to incidents in a 24x7x365 environment, and collaborating closely with cross-functional teams to ensure system availability and stability. You’ll investigate and resolve issues, document incidents, and contribute to improving operational procedures that enhance reliability and customer experience. This is an exciting opportunity to grow your career in cloud operations within a healthcare technology leader. Your work will directly impact system performance, client satisfaction, and the reliability of software used by healthcare professionals nationwide. If you’re eager to learn, communicate clearly under pressure, and develop deep expertise in cloud operations, we’d love to meet you.

Requirements

High School Diploma or equivalent.
Minimum 2 years of relevant experience.
Background in distributed or mainframe operations.

Nice To Haves

Associate's Degree in IT Studies.
Strong communication and interpersonal skills.
Operational knowledge of Windows Server, Microsoft SQL, container technologies (Kubernetes), and cloud infrastructure concepts. AWS-specific experience is a plus.
Hands-on experience with observability software like Splunk, Nagios, and Sentry One.
Familiarity with alert management systems like Jira Service Manager.
Experience with ticketing systems such as Jira.
Proficiency in following, creating, enhancing, and documenting Standard Operating Procedures (SOPs). Confluence experience is a plus.
Strong understanding of incident management processes.
Ability to work effectively in high-pressure situations.

Responsibilities

Troubleshoot, analyze, and research to resolve repeating issues and complex problems, documenting findings and developing procedures to prevent future issues.
Follow standard operating procedures while recommending improvements based on experience and observations.
Serve as a point of escalation for critical customer issues.
Contribute to improving AdvancedMD's system performance and stability.
Build and maintain knowledge as you develop expertise.
Train and mentor new Operation Technicians.
Assist with long-term projects and operational issues as needed.
Show willingness to grow in knowledge and span of responsibility.
Demonstrate strong communication skills in emails, phone calls, in-person interactions, and tickets.
Report incident status to key stakeholders.
Verify and follow up on customer-related issues.
Document incidents by creating tickets with complete information following SLA guidelines.