Support Lead

Kameda Infologics Pvt. Ltd.; Thiruvananthapuram; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A healthcare IT solutions company in Kerala is seeking an experienced Support Lead to manage healthcare IT applications, specifically focusing on Radiology Information Systems and PACS. The ideal candidate should have 7-10 years of IT support experience, strong leadership abilities, and excellent communication skills to effectively handle client needs and resolve complex issues. The role includes mentoring a support team and ensuring high client satisfaction levels.

Qualifications

• 7–10 years of experience in IT Support with focus on RIS and PACS.
• Strong understanding of hospital workflows in radiology and imaging.
• Hands-on experience with technical issue resolution.

Responsibilities

• Lead the support team ensuring timely issue resolution.
• Act as a subject matter expert for RIS and PACS.
• Conduct root cause analysis for recurring issues.

Skills

Technical troubleshooting

Leadership

Client handling

Analytical skills

Problem-solving

Education

Bachelor’s degree in Computer Science or related field

Tools

SQL

APIs

Job description

At Kameda Infologics, we are a passionate team of technology and healthcare enthusiasts applying cutting‑edge technology to solve real‑world and multi‑dimensional healthcare problems, driving digital transformation to meet our clients’ needs. You will be working with a unique and gifted team of clinical and technical experts, developing exciting products for our customers, and collaborating with cross‑functional teams to deliver impactful healthcare IT solutions.

We are looking for an experienced Support Lead with strong expertise in Radiology Information Systems (RIS) and Picture Archiving and Communication Systems (PACS). The candidate will lead the support function, ensure smooth operations, and act as the key escalation point for resolving complex issues. This role demands a combination of deep technical knowledge, leadership skills, and client‑facing experience.

Key Responsibilities

• Lead and manage the support team, ensuring timely and effective resolution of issues related to RIS, PACS, and associated healthcare IT applications.
• Act as a subject matter expert (SME) for RIS and PACS support.
• Collaborate with product, development, and QA teams to address recurring issues and provide input for product improvements.
• Conduct root cause analysis and ensure implementation of preventive measures for recurring technical problems.
• Ensure SLA compliance and maintain high levels of customer satisfaction.
• Mentor and guide support engineers, building their technical and customer management capabilities.
• Prepare technical documentation, support guidelines, and knowledge base articles.
• Work closely with clients to understand their requirements, provide solutions, and manage escalations effectively.

Required Skills & Experience

• 7–10 years of experience in IT Support, with significant exposure to RIS and PACS.
• Strong understanding of hospital workflows, especially radiology and imaging domains.
• Hands‑on experience in troubleshooting and resolving complex technical issues.
• Good knowledge of healthcare standards (HL7, DICOM) and integration workflows.
• Proven leadership experience in managing support teams.
• Excellent communication and client‑handling skills.
• Strong problem‑solving, analytical, and decision‑making abilities.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Biomedical Engineering, or related field.
• Experience in HIS/HMIS support will be an added advantage.
• Exposure to SQL, APIs, and related configurations is desirable.