Application Support & Maintenance PRofessional - Healthcare Provider

NTT DATA BUSINESS SOLUTIONS; Dadri; On-site; INR 900,000 - 1,300,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS seeks an Application Support Maintenance professional for Healthcare Provider domains in Noida, focusing on Clinical EHR/EMR systems. You will handle L2/L3 incident resolution, monitoring, and change validation to ensure high availability of healthcare applications.

Responsibilities include coordinating with vendors and clinical staff, performing RCA, updating runbooks, and ensuring HIPAA-aligned security and data privacy practices.

Qualifications

• Experience in US Healthcare Provider domain and hospital workflows.
• Provide L2/L3 production support for EMR/EHR/HIS applications.
• Monitor performance, investigate incidents, and resolve problems within SLA targets.
• Manage Incident, Request, Problem, Change, and Release Management per ITIL best practices.
• Diagnose issues using logs, queries and system analysis.
• Collaborate with physicians, nurses, technicians, and admin staff to support clinical workflows.

Responsibilities

• Investigation, troubleshooting, and resolution of L2/L3 incidents for healthcare applications.
• Proactive monitoring of application health, interfaces, and batch jobs with vendor coordination.
• Assess and validate changes, patches, upgrades through controlled release processes.
• Maintain and update operational documentation, runbooks, and audit trails.
• Perform RCA for recurring issues and implement preventive actions.

Skills

EMR/EHR support

App performance monitoring

ITIL processes

Root cause analysis

Vendor coordination

Clinical workflows

On-call support

Interoperability

Job description

Job Summary

We are currently seeking a Application Support Maintenance - Healthcare Provider - Clinical EHR/EMR Specialist to join our team in Noida, Uttar Pradesh, India.

Responsibilities

• 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.

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.