Application Support & Maintenance - Healthcare Provider - Clinical EHR/EMR Specialist

Responsibilities:

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

 Incident & Problem Management: Investigate, troubleshoot, and resolve L2/L3 incidents for COTS healthcare applications, ensuring timely restoration of services and adherence to SLAs; perform root cause analysis for recurring issues.
•    Application Monitoring & Maintenance: Proactively monitor application health, interfaces, and batch jobs; perform regular maintenance, patch validation, and upgrades in coordination with vendors and internal teams.
•    Change & Release Support: Assess, implement, and validate application changes (configurations, patches, upgrades) through controlled release processes, including impact analysis and rollback planning.
•    Stakeholder & Vendor Coordination: Act as a liaison between business users, IT teams, and third-party vendors for issue resolution, enhancements, and escalations, particularly for regulated healthcare workflows.
•    Compliance & Documentation: Maintain knowledge articles, runbooks, and audit documentation; ensure adherence to healthcare regulations (e.g., HIPAA), security standards, and data privacy requirements

Skillset Description-

•    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.