L2 Support - Assistant Manager

Provide Keep the Lights On (KTLO) support for applications and systems under the C3OM Department in Synapxe

Roles and Responsibilities

1. Application Support & Incident Management

• Provide Level 2 application support and collaborate with Level 1 and Level 3 teams to resolve incidents affecting applications, backend systems, and Medical Device and Operational Technology (MDOT) components.
• Ensure incidents are accurately classified, documented, and resolved within Service Level Agreement (SLA) timelines.
• Monitor uptime and service availability across all KTLO systems.

2. Coordination with Technical and Vendor Teams

• Work with Level 3 teams and external vendors to troubleshoot complex issues, perform deeper analysis, and execute recovery actions.
• Raise and manage incident-related tickets, including those requiring privileged access to systems to support troubleshooting.
• Coordinate escalations with institutional OpTech/CIO teams or relevant vendors for MDOT‑related issues.

3. Change Management & Release Coordination

• Support planning and deployment of system fixes, enhancements, and updates, including changes impacting MDOT devices and related hardware.
• Coordinate and validate User-Acceptance-Test (UAT), regression testing, and pre‑deployment checks before rollout.
• Communicate scheduled change windows and anticipated system downtimes to stakeholders
• Ensure implementation steps follow approved implementation plans, including rollback procedures.

4. Maintenance Planning & Execution

• Leadand coordinate system maintenance schedules, patch cycles, and MDOT‑related update activities.
• Communicate maintenance windows and expected downtimes to stakeholders.
• Ensure prerequisites such as MDOT clearance, IP whitelisting, and software configuration updates are completed.

5. Documentation & Process Management

• Maintain and update SOPs, KTLO workflows, incident logs, and operational documentation.
• Ensure documentation accurately reflects system changes and MDOT dependencies.

6. Vendor & Procurement Support

• Work with procurement teams and vendors to acquire necessary software, MDOT hardware components, and support services.
• Track vendor deliverables and ensure compliance with contractual requirements.

7. After‑Hours Support

• Provide after‑office‑hours support for urgent or high‑severity incidents and coordinate service recovery across application and MDOT systems.

Requirements/ Qualifications

1. 10 years of IT industry experience, including at least 4 years in applications support and IT operations.
2. Degree in Computer science, Computer Engineering, or equivalent.
3. Strong understanding of IT technologies, SDLC, and Agile methodologies.
4. Experience in supporting mobile apps and web‑based systems.
5. Demonstrated ability to work with business users and cross‑functional support teams.
6. Strong analytical and problem‑solving skills, with the ability to work independently.
7. Experience in the healthcare industry is an advantage.