Senior Technical Supervisor - Healthcare Support

InterSystems Corporation; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

InterSystems in Dubai seeks a Technical Specialist Supervisor to lead a Dubai-based team responsible for technical support for InterSystems healthcare applications and related products.

The Supervisor will manage workloads, performance and development, providing technical guidance and ensuring work is delivered safely, efficiently and to quality standards. International travel and 24-hour extended support may be required.

Qualifications

• Significant experience in a technical development, application support or healthcare systems role.
• Previous experience leading, supervising or mentoring technical staff.
• Deep technical knowledge of at least one InterSystems product, preferably TrakCare.
• Experience with SQL, data analysis and database methodologies.
• Understanding of software development, testing and change-control principles.
• Proven ability to prioritise competing demands and deliver within agreed timeframes.
• Experience managing customer expectations and escalations.
• Strong communication, presentation and technical documentation skills.
• Ability to coach others and develop technical capability.
• Ability to work effectively in a multicultural and geographically distributed organisation.
• Willingness to travel and work outside normal office hours when required.
• Experience with InterSystems technologies or healthcare applications.
• Knowledge of TrakCare, IntelliCare, and IRIS for Health.
• Experience supporting healthcare installations, upgrades and go-lives.
• Understanding of ITIL-aligned service-management practices.
• Experience managing a technical support or custom development team.

Responsibilities

• Lead, coach and develop a team of Technical Specialists.
• Foster a culture of proactive service, resolving underlying problems to prevent reoccurrence.
• Set objectives and manage performance of individuals and the team.
• Prioritise and allocate work according to urgency, business impact and skills.
• Monitor workloads, backlogs, service levels and delivery commitments.
• Ensure appropriate team coverage, including extended support arrangements.
• Support recruitment, onboarding and succession planning.
• Manage customer and internal escalations calmly and proportionately.
• Advise on technical requirements, risks and resource needs.
• Collaborate with regional/global Support, Implementation and Product teams.
• Provide technical guidance for complex issues.
• Ensure customisations, interfaces, reports, extracts, migrations and upgrades are properly designed, tested and deployed.
• Enforce change control, peer review, testing and release-management standards.
• Coordinate resolution of technical and acceptance issues before/after go-live.
• Support technical implementations, upgrades and customer go-lives.
• Promote effective troubleshooting, root cause analysis and knowledge sharing.
• Identify recurring problems and opportunities to improve quality and efficiency.

Skills

Team leadership

Healthcare systems

SQL

Data analysis

Software development

Change control

Customer escalation

Communication

Multicultural teamwork

Travel readiness

Job description

InterSystems in Dubai seeks a Technical Specialist Supervisor to lead a Dubai-based team responsible for technical support for InterSystems healthcare applications and related products.

The Supervisor will manage workloads, performance and development, providing technical guidance and ensuring work is delivered safely, efficiently and to quality standards. International travel and 24-hour extended support may be required.