Roles and Responsibilities
1. Drives internal and 3rd party service provider/ vendor review meetings covering issues, performance, service improvements, quality and processes
2. Assist as Subject Matter Expert and drive organizational capability to effectively apply service operations and maintenance framework
3. Troubleshoot and resolution of service health issues and bring relevant parties to resolve impediments impacting service performance
4. Assist in blueprints for operational support material for disciplines of applications are concise and complete, covering (internal security and technology standards)
5. Organise system activities including planned maintenance events, system backup processes and disaster recovery drills
6. Provide guidance to the team to ensure the best support and best standarization of approaches possible for systems availability
7. Support and assist in high severity incidents and drive problem management meetings
8. Collaborate with multiple internal teams across disparate groups to restore services when incidents occurred, gather required experts to perform root cause analysis for problem resolution
9. Assist senior leaders in disaster recovery planning and activities
10. Perform troubleshooting, testing and baseline assessment in lower environment to check on operational issue reported by users prior to escalation to the next level for investigation
11. Support testing for Major Project enhancements or Change Requests if possible
12. Create, maintain, and ensure project documentations such as process documents, operations document, etc. are filed and keep up to date with proper versioning control
Requirement / Qualifications
1. Successful track record in enterprise application support, user and vendor liaison for small to mid-scale projects
2. Experience in assessment of requirements feasibility, functional and technical design, and involved in project life cycle
3. Strong analytical skills, self-motivated and ability to work independently
4. Strong competency in IT technologies covering operating systems, databases technologies, etc
5. Ability to establish and manage processes and practices through collaboration and the understanding of business
6. Ability to communicate effectively and collaborate with teams from other departments, hospital departments and/or vendors
7. Proficient in MS Office and basic understanding of Windows Servers and MS SQL/MySQL
8. Installation and setup of retail POS system experience will be an advantage
9. Able to provide support outside working hours. Support may be required during non-working hours or weekends/public holidays.
10. Experience in healthcare industry is added advantage
11. Degree in Computer Science, Computer Engineering or equivalent
