Source description
About the role
Abortion patients are cared for at each of our health centers, and in part through the administrative, support, and other non-clinical services provided at all PPLA locations, and by all PPLA employees. Supporting these critical services is an essential job duty, and a fundamental responsibility of all employees and contractors.
Monitor enterprise IT systems, networks, and applications in a 24/7 operations environment, responding to critical alerts including network outages, system failures, and site disruptions.
Serve as the first line of response for overnight IT incidents, ensuring rapid triage, prioritization, and escalation of issues based on severity and business impact.
Provide technical support to overnight Security and Facilities operations teams, troubleshooting hardware, software, network connectivity, and access issues impacting security systems.
Analyze alerts from infrastructure, network, endpoint, and application monitoring platforms to identify probable causes of incidents.
Execute initial incident response procedures, including containment, workaround implementation, and documentation before escalation to on-call engineering teams.
Manage incident tickets from creation through escalation, ensuring accurate documentation, timelines, and actions taken.
Coordinate escalations to on-call Infrastructure, Network, Security, and Application teams, providing clear summaries and supporting diagnostics.
Follow established escalation matrices and ensure timely engagement of appropriate technical resources.
Maintain situational awareness during major incidents and support incident bridge communications as needed.
Provide clear and timely communication to stakeholders, leadership, and affected users during outages or critical incidents.
Support overnight maintenance activities, system checks, patching efforts, and operational readiness tasks.
Assist with assigned IT operational projects and administrative tasks intended to support and offload daytime IT teams.
Maintain documentation related to incidents, troubleshooting procedures, and operational support activities.
Participate in periodic training exercises, operational reviews, and process improvement initiatives.
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