Production Support Engineer Job in Healthasyst

JD for L1/L2

Good interpersonal and customer care skills (Spoken/writing).

Acknowledge an incident received inbound requests through channels like

• Phone
• Ticketing system
• Email

Creates issues in ticketing system,

• Categorizes
• Prioritizes
• Tracks and routes incidents reported by users toL3 on complex issues.
• Monitors alarms raised by monitoring tools and provide resolution.

Pro-Active Communications on issues.

Customer Work/Relationship Management.

Analysis / Generation /Preparation of various type of reports

Tracks tickets until successfully resolved as per the agreed SLAs and timelines.

Incident / Problem / Change Management

Configures application to suit client s workflow.

Troubleshooting and performing deep level analysis for the workflow.

Provide Workaround, Corrective Fixes, Removal of Data Errors

Maintain a Run-Book which can be used for immediate resolutions.

Manage incidents raised by the L1s or as agreed in documented SLA

Follow documented processes and workflows provided by Clients or higher level support representatives, vendors, product management.

Diagnostics of Issues.

Analysing tickets to spot common trends and underlying problems.

Ownership of Issues until Resolution.

Coordinate with any other support vendors or dependency groups in case the incident has any linkage.

Escalate to L3 s when documentation is insufficient to complete the tasks or do not solve the incident.

Skills and knowledge required

Strong Team Player

Good Analytical Skills

Customer-oriented attitude

Excellent Communication Skills

US HealthCare Knowledge (Optional)

BasicMS SQLKnowledge