Role Proficiency:

Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines

Outcomes:

      Lead and prioritise the Application Support team’s work load       Co-ordinate and promote effective functioning of problem management activities across all support teams       Responsible for prioritization of incidents ensuring the incidents are completed in a timely and high-quality manner       Perform Root Cause Analysis of all reported issues and apply permanent fixes to prevent re-occurrence       Create and maintain knowledge base of known support issues and resolutions       Create and maintain application support service catalogue in coordination with other internal application teams       Create application monitoring mechanisms and performance tuning processes       Provide input for implementation backup and roll-back plans       Create daily and weekly status reports; publish to stake holders   Should be able to handle critical customer escalations   Lead technical teams in working towards resolving major incidents   Understands departmental and company policies procedures and business practices Ensure new team members are brought up to speed and mentor reporting team members to become more effective in their roles

Measures of Outcomes:

      Adherence to engineering process and standards       Ensure that tickets/incidents are fixed by all the resources in team within allotted time frame       Timely publication of reports and metrics to stakeholders       Handling of critical escalations       Adhere to SLAs where applicable       # of tickets or incidents fixed       # of non-compliance issues       Productivity standard of the project       # of reusable components or documents created   Participation in Knowledge Transfer to ensure better grasp of product Completion of all mandatory training requirements

Outputs Expected:

RCA:

Ensure Root Cause Analysis is performed for all issues as defined by the project

Issue Resolution:

Provide technical solution for resolving high priority and severity incidents

Maintenance:

Responsible for application upgrades and troubleshooting post upgrades
in general maintenance of the entire system

Best Practices:

Create Incident Management best practices and ensure team adherence

Innovative Value-adds:

Responsible for identifying and developing innovative value adds that benefit the project/customer/organization

Escalations:

Ensure the escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of contact.

Skill Examples:

      Extensive knowledge/Experience in managing and triaging Production Support incidents and issues       Experience working with distributed teams in different time-zones       Strong commitment to quality and engineering excellence       Ability to take on new challenges and explore new technology/tools       Strong communication skills       Able to work in a high paced dynamic and culturally diverse environment       High level of commitment initiative enthusiasm and vision       Excellent presentation and interpersonal skills Prioritize workload providing timely and accurate resolutions

Knowledge Examples:

      Appropriate software programs / modules       Able to give Knowledge transitions to the team as when required       Experience in supporting enterprise customers       Provide estimates for candidate Enhancement and Defect work to be included in release       Operating Systems and software platforms       Integrated development environment (IDE)       Agile methods Knowledge base of customer domain and sub domain where problem is solved

Additional Comments:

Job Description: L2 Support Software Engineer (2-4 Years Experience) – US Healthcare Billing Position Overview We are seeking a dedicated L2 Support Software Engineer with 2-4 years of experience to join our team. The ideal candidate should possess: • Strong skills in .NET development and Oracle SQL along with a solid understanding of the US healthcare domain. • This role involves providing second-level technical support for critical applications, troubleshooting issues, and ensuring seamless operations in a fast-paced healthcare environment. • Open to support the overlapping US shift hours. 1430 HRS to 2330 HRS IST. • Support “on call” during the weekdays and weekends on rotation basis. • Self-motivated and should bring in the support thought process while working on the tickets assigned. ________________________________________ Key Responsibilities • Incident Management: o Analyze, troubleshoot, and resolve technical issues reported by L1 support or end-users within defined SLAs. o Collaborate with cross-functional teams to escalate and resolve complex issues. • Application Support: o Monitor application performance and ensure uptime for US healthcare systems. o Perform root cause analysis (RCA) for recurring issues and suggest long-term solutions. • Database Management: o Write, modify, and optimize Oracle SQL queries to troubleshoot and resolve data-related issues. o Ensure database integrity and compliance with healthcare data security regulations. • Development and Automation: o Utilize .NET to build or enhance tools that improve operational efficiency. o Automate recurring support tasks to reduce manual effort and improve accuracy. • Documentation and Reporting: o Maintain up-to-date documentation for troubleshooting, configuration, and issue resolution. o Generate and share regular support metrics and reports with stakeholders. ________________________________________ Required Skills • Technical Skills: o Proficiency in .NET Framework/Core and related technologies (C#, MVP, etc.). o Strong hands-on experience with Oracle SQL (queries, stored procedures, optimization). o Familiarity with debugging tools and monitoring solutions. • Domain Knowledge: o Understanding of US healthcare workflows (claims, coding, payments). o Familiarity with HIPAA compliance and healthcare data handling. • Soft Skills: o Excellent problem-solving and analytical abilities. o Strong communication skills to liaise with technical and non-technical stakeholders. o Ability to manage time effectively and prioritize multiple tasks.