JOB SUMMARY
Lead day-to-day application support operations (L2/L3) across multiple healthcare domains like Clinical systems (Acute EHR, Ambulatory EMR, Nursing, emergency etc), Clinical Ancillary systems (Pharmacy, Radiology, Laboratory etc.), Population Health and Enterprise applications.
Key Responsibilities
1. Service Delivery & Operations Management
2. Incident, Problem & Change Management: Oversee ITIL processes: Incident / Request Management, Problem Management, Change Management. SLA's/ KPI compliance.
3. Applications & Domain Ownership: Provide oversight across multiple areas of hospital operations.
4. Vendor & Stakeholder Management: Coordinate with third-party support providers, Conduct service review meetings and reporting, Engage with clinical leaders, operations, and compliance teams.
5. Team Leadership & People Management: Lead and manage support teams (L2/L3 engineers, SMEs).
6. Compliance & Risk Management.
7. Continuous Improvement & Transformation: Identify Service optimization opportunities for/ AI driven Automation, AI /analytics-driven support.
8. Status reporting and stakeholder management.
Required Qualifications
10+ years of experience of Proven experience in the Healthcare Provider domain, with strong understanding of hospital operations, clinical workflows, and regulated healthcare environments.
10+ years of experience in application support, project management, IT operations or healthcare IT service delivery.
Minimum 7+ years of Expertise in managing Incident, Problem, and Change Management aligned with ITIL best practices.
Minimum 7+ years of Experience supporting COTS healthcare applications and managing multi-vendor ecosystems.
Strong analytical, troubleshooting, and communication skills with the ability to manage resolution of complex L2/L3 issues.
Familiarity with HIPAA, healthcare data governance, and security/privacy compliance requirements.
Experience coordinating patching, upgrades, release cycles, and multi-environment deployments.
Leadership & Soft Skills: Strong stakeholder management, Excellent communication and presentation skills.
