Role & Responsibilities
- Drive internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes
- Assist as Subject Matter Expert and Drive organizational capability to effectively apply service operations and maintenance framework
- Troubleshoot and resolution of service health issues and bring relevant parties to resolve impediments impacting service performance
- Assist in blueprints for operational support material for disciplines of applications are concise and complete; covering (internal security and technology standards)
- Organize system activities including planned maintenance events, system backup processes and disaster recovery drills
- Provide guidance to the team to ensure the best support and best standardization of approaches possible for systems availability
- Support and assist in high severity incidents and drive problem management meetings
- 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
- Assist senior leaders in disaster recovery planning and activities
Requirements
- Bachelor’s degree in computer science or other highly technical, scientific discipline
- 5-10 years of Technical / Application Support experience
- Proven client engagement experience / vendor management experience
- Proven experience of working efficiently in a cross functional team
- ITIL v3/v4 certification and strong service-oriented experience / background preferred
- Knowledge and understanding of IT industry environment and business needs Strong competency in IT technologies covering operating systems, databases technologies, networking, server, load balancing and/or application related domains covering healthcare and healthcare related industries
- Knowledge in ERP Finance such as SAP FI or Oracle Finance will be advantageous
