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 MDOTrelated 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 predeployment 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 MDOTrelated 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. AfterHours Support
- Provide afterofficehours support for urgent or highseverity incidents and coordinate service recovery across application and MDOT systems.
Requirements/ Qualifications
- 10 years of IT industry experience, including at least 4 years in applications support and IT operations.
- Degree in Computer science, Computer Engineering, or equivalent.
- Strong understanding of IT technologies, SDLC, and Agile methodologies.
- Experience in supporting mobile apps and webbased systems.
- Demonstrated ability to work with business users and crossfunctional support teams.
- Strong analytical and problemsolving skills, with the ability to work independently.
- Experience in the healthcare industry is an advantage.
