Job Description

Key Responsibilities:

1. Incident & Ticket Management

• Monitor and manage support tickets from hospital users.
• Troubleshoot and resolve system issues within SLA.
• Escalate complex issues to L2 or Development teams when required.
• Track and update ticket status until resolution.

2. System Troubleshooting

• Investigate application issues affecting hospital workflows.
• Identify root causes for recurring system problems.
• Perform system checks and validation to ensure system stability.

3. Data Correction & Support

• Perform data correction or data patching when required.
• Validate database records to ensure data consistency.
• Support users in resolving billing, charges, stock, or system transaction issues.

4. User Support

• Provide technical assistance to hospital users.
• Guide users on correct system usage.
• Communicate clearly with users regarding issue status and resolution.

5. Coordination with Development Team

• Create Development Request tickets for system defects.
• Work closely with developers to reproduce and verify issues.
• Assist in testing fixes before deployment.

6. Documentation

• Document troubleshooting steps and solutions.
• Maintain incident reports and knowledge base for recurring issues.
• Prepare Root Cause Analysis (RCA) reports when required.

7. System Monitoring

• Monitor system health and critical functions.
• Identify early signs of system failures or performance issues.

Job Requirements

Key Requirements:

• Diploma / Degree in Information Technology, Computer Science, or related field.
• Minimum 1–3 years experience in IT support or application support.
• Basic understanding of SQL and database concepts.
• Strong troubleshooting and analytical skills.
• Ability to handle high-pressure incidents and urgent system issues.
• Strong communication skills.
• Problem-solving mindset.
• Ability to work independently and in a team.
• Good time management and prioritization skills.
• Ability to work under pressure during critical incidents.

Skills