Software Development Associate Director
Hybrid · Bengaluru, Karnataka, India or Hyderabad, Telangana, India
Job Summary
Lead day-to-day application support operations (L2/L3) across multiple healthcare domains (Clinical systems like EHR, LIS; Ancillary systems such as Pharmacy, HIM, Laboratory; Population Health and Analytics platforms; Enterprise applications). Oversee Incident, Problem & Change Management (ITIL) with emphasis on SLA/KPI compliance, and act as a bridge between business stakeholders and IT teams. Provide vendor and stakeholder management, oversee multi-vendor ecosystems, and lead teams of L2/L3 engineers and SMEs. Ensure compliance with healthcare regulations (HIPAA, GDPR) and risk management. Role involves patching, upgrades, and release management across multiple environments; requires strong analytical, troubleshooting, and communication skills and experience in healthcare IT service delivery in a regulated environment.
Required Qualifications
- 10+ years of experience in application support, project management, IT operations, or healthcare IT service delivery
- Proven experience in Healthcare Provider domain, with strong understanding of Clinical Core areas (Clinical operations, Acute EHR, Ambulatory EHR, Critical Care, Nursing, Surgical Services) and regulated healthcare environments
- Hands-on expertise in Incident, Problem, and Change Management aligned with ITIL best practices
- Experience supporting COTS healthcare applications and managing multi-vendor ecosystems
- Strong analytical, troubleshooting, and communication skills for resolving complex L2/L3 issues
- Familiarity with HIPAA, GDPR, healthcare data governance, and security/privacy compliance requirements
- Experience coordinating patching, upgrades, release cycles, and multi-environment deployments
- Shift timings and overtime/weekend basis per client requirements
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