Application Support and Maintenance

About the Role

This role requires a Clinical Operations Support Leader position within Application Support & Maintenance, focused on Healthcare Provider (Payroll and Labor Analytics). The position requires work from office on all days and shifts as per the 24x7 shift roster from any of the NTT Data offices at Bangalore, Hyderabad, or Noida.

Key Responsibilities

• Lead and manage the Clinical Operations Application Support team.
• Establish operational priorities, support strategies, and service improvement initiatives.
• Provide leadership for L2/L3 production support activities across clinical applications.
• Drive a customer-focused support culture ensuring high user satisfaction.
• Manage resource planning, workload distribution, shift coverage, and on-call support.
• 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.
• Proactively monitor application health, interfaces, and batch jobs.
• Perform regular maintenance, patch validation, and upgrades in coordination with vendors and internal teams.
• Assess, implement, and validate application changes (configurations, patches, upgrades) through controlled release processes, including impact analysis and rollback planning.
• Act as a liaison between business users, IT teams, and third-party vendors for issue resolution, enhancements, and escalations, particularly for regulated healthcare workflows.
• Maintain knowledge articles, runbooks, and audit documentation.
• Ensure adherence to healthcare regulations (e.g., HIPAA), security standards, and data privacy requirements.

Requirements & Tech Stack

• Experience working within the Healthcare Provider domain, with a strong expertise of hospital workflows and operational support.
• Understanding of ambulatory clinical workflows (scheduling, charting, orders).
• Ability to support interfaces (lab, imaging, billing, pharmacy eRx).
• Knowledge of ambulatory billing (E&M codes, scrubbing, claim files).
• Proficiency in template customization, provider preferences, smart tools.
• Support for document workflows (scanning, indexing, chart import).
• Managing upgrades, patches, and legacy EMR data archiving.
• Experience working with Ambulatory EMR systems like MEDENT, HST Pathways (Legacy), Dentrix Enterprise, HST Pathways, AthenaHealth, and other similar applications.