Job details
- Technical Customer Support Supervisor - ITIL Healthcare – Clinical ApplicationsMy client is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change.
- A fantastic permanent opportunity now exists to join the Health Technology Business as Supervisor of one of our Customer Support teams within the Clinicals area.
- A background working as a DBA managing a team would be very advantageous.The Role:
- Based in Brisbane, the Level 3 Supervisor position will be working with the Level 2 supervisor, to improve Client Satisfaction via meeting SLA compliance against Problem Management issues.
- You will be responsible for the management of the Clinical support and services team at a Level 3 position and working with the Level 2 Lead, focused on Support and Maintenance product related problem tasks and staff management. The position will oversee and work closely with relevant staff to support the Level 2 Supervisor in meeting contractual commitments to multiple Customers.
- A background working as a DBA managing a team would be very advantageous.Main Responsibilities
- Onsite client engagement activities will equate to 20% of this role
- Work with team on onsite consultancy for revenue uplift initiatives in ANZ through Health Check offerings leveraging ANZ Healthcare Industry best practices/industry expertise for improved efficiencies in application, database, infrastructure, business processes alignment, and aiding change management.
- Manage and participate in onsite support for Severity 1 Incident management which is contractual in all ANZ Support agreements for resolution within 8 Business Hours.
- Manage and participate for onsite support surrounding implementation of software patches and application demonstrations as part of handover.
- Onsite analysis and support for integration functional/technical problems.
- Manage and participate for onsite application specific major release upgrades to assist Hospital transition/operational continuity and hand over to Support.
- Develop processes which align with ITIL to improve support performance for services provided by the team
- Manage a team that provides Support across a variety of clinical applications within the ANZ environment
- Manage escalations from Level 2 Supervisor to meet Service Level Requirements
- Key focus to improve efficiency by delivering an effective and streamlined support service by reducing the number of Incident and Problem calls raised
- Work with the Clinical Manager to proactively identify opportunities where we can increase profitability for software as a service implementations and support
- Provide formal and regular feedback to the team regarding improved support opportunities
- Contribute to internal discussions across all Operational teams to ascertain new opportunities Level 3 Support can offer to current and new client base outside of existing services. Work to define new offering and strategies to drive innovation.
Qualifications & Experience Required
- Experience in the following;
- A background working as a DBA managing a team would be very advantageous.
- Managing or supporting managed services within a complex support and product services environment
- Managing technical support for IT systems e.g. hardware platforms, server architecture, SQL servers, Oracle
- Degree in Health Information Management and/or Information Technology
- T/SQL or PL/SQL Experience
- ITIL certification
Knowledge or experience in some, or all, of the following:
- Hardware platforms and server architecture
- Operating systems: Windows, Unix
- Databases: SQL Server
- Agile Development Methodology
- Virtualization: VMware, Hyper-V, Citrix
- Systems Analysis
- Integration and interoperability solutions
- Experience in/with Healthcare industry
- System administration and/or database administration
- Performance Analysis and Methods.
- Understanding of interfacing and HL7 messaging
- A background working as a DBA managing a team would be very advantageous.
Competencies
- Local ANZ Health Industry is preferable but not a prerequisite
- A background working as a DBA managing a team would be very advantageous.
This is a fantastic opportunity to work for a global leader in the Healthcare space.