Job Description

The role requires working from the designated ODCs in Noida, Bangalore, or Hyderabad and adhering to the assigned 24x7 shift roster.

Roles & Responsibilities:

• Mandatory Skill Set: Experience working within the US Healthcare Provider domain, with a strong understanding of hospital workflows and operational support.
• Provide L2/L3 production support for EMR, EHR, HIS, and other healthcare applications, ensuring high availability, stability, and system reliability
• Monitor application performance, investigate incidents, troubleshoot issues, and resolve problems within defined SLA targets.
• Manage Incident, Request, Problem, Change, and Release Management activities in accordance with ITIL best practices.
• Diagnose and resolve application, interface, data, integration, and workflow-related issues using logs, database queries, and system analysis.
• Collaborate with physicians, nurses, technicians, and administrative staff to support clinical, operational, and business workflows.
• Coordinate with vendors, infrastructure, database, and development teams to drive timely issue resolution and continuous service improvements.
• Support application upgrades, patch deployments, release validation, system testing, and configuration management activities.
• Perform Root Cause Analysis (RCA) for recurring issues and implement corrective and preventive actions to improve system stability.
• Develop, maintain, and update operational documentation, SOPs, knowledge base articles, and support procedures.
• Ensure compliance with healthcare regulations, security standards, privacy requirements, and organizational policies.
• Participate in on-call support rotations and provide production support for mission-critical healthcare applications.
• Support healthcare interoperability and integrations involving EMR/EHR systems, laboratory, radiology, pharmacy, billing, and other clinical applications.