Position Overview
The Assistant Lead Analyst will provide Keep the Lights On (KTLO) support for applications and systems under the C3OM Department.
Role & Responsibilities
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.
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.
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.
Maintenance Planning & Execution
- Lead and 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.
Documentation & Process Management
- Maintain and update SOPs, KTLO workflows, incident logs, and operational documentation.
- Ensure documentation accurately reflects system changes and MDOT dependencies.
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.
After Hours Support
- Provide after office hours support for urgent or high severity incidents and coordinate service recovery across application and MDOT systems.
Requirements
- Degree in Computer Science, Computer Engineering, or equivalent.
- At least 5 years of IT industry experience, including at least 2 years in application support and IT operations.
- Strong understanding of IT technologies, SDLC, and Agile methodologies.
- Experience supporting mobile apps and web based systems.
- Demonstrated ability to work with business users and cross functional support teams.
- Strong analytical and problem solving skills, with the ability to work independently.
- Experience in the healthcare industry is an advantage.
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