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Lead Service Operations Engineer

About Providence

Providence, one of the US’s largest not-for-profit healthcare systems, is committed to high quality, compassionate healthcare for all. Driven by the belief that health is a human right and the vision, ‘Health for a better world’, Providence and its 121,000 caregivers strive to provide everyone access to affordable quality care and services.

Providence has a network of 51 hospitals, 1,000+ care clinics, senior services, supportive housing, and other health and educational services in the US.

Providence India is bringing to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation, and play a vital role in driving digital transformation of health systems for improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.


Why Us?

  • Best In-class Benefits
  • Inclusive Leadership
  • Reimagining Healthcare
  • Competitive Pay
  • Supportive Reporting Relation

About the Role

Providence Global Center is seeking a skilled Application Support Engineer with experience in Laboratory Information Management Systems (LIMS/LIS) to support day-to-day operations, system maintenance, and integrations. This role will work closely with SMEs and senior engineers while also independently handling incidents, troubleshooting, and system enhancements.

Key Responsibilities

Application Support & Operations

  • Provide L2/L3 support for LIS/LIMS applications in on-premises and Azure Cloud environments.
  • Monitor system performance and ensure high availability of applications.
  • Independently troubleshoot and resolve incidents within defined SLAs.

Laboratory Workflow & Integration Support

  • Support end-to-end laboratory workflows including order entry, processing, and result reporting.
  • Assist in maintaining integrations between lab instruments, middleware, LIS, and EHR systems.
  • Work with HL7 interfaces to monitor, troubleshoot, and resolve data flow issues.

Clinical Coding & Mapping

  • Work with clinical coding systems such as LOINC, SNOMED, ICD, and CPT.
  • Troubleshoot issues related to code mapping, test catalog configuration, and data discrepancies.
  • Support accurate and consistent data exchange across systems.

Incident, Problem & Change Management

  • Handle service tickets, incidents, and service requests efficiently.
  • Support root cause analysis (RCA) and problem management initiatives.
  • Participate in change management activities including deployments and upgrades.

System Maintenance & Enhancements

  • Perform routine system maintenance, patching support, and application upgrades.
  • Assist in environment validation and post-deployment verification.
  • Document configurations, procedures, and troubleshooting steps.

Collaboration & Continuous Improvement

  • Work closely with SMEs, developers, vendors, and cross-functional teams.
  • Contribute to knowledge base articles and SOP documentation.
  • Identify opportunities for process improvements and automation.

Required Qualifications

  • 5–8 years of experience in application support, preferably in LIS/LIMS environments.
  • Good understanding of laboratory workflows and clinical systems.
  • Hands-on experience with clinical coding standards: LOINC, SNOMED, ICD, and CPT.
  • Experience troubleshooting code mapping and interface issues.
  • Working knowledge of HL7 messaging and interface support.
  • Experience supporting integrations (lab instruments, middleware, LIS, EHR).
  • Exposure to Azure Cloud and/or on-prem infrastructure environments.
  • Understanding of ITIL processes (Incident, Problem, Change Management).
  • Strong troubleshooting and analytical skills.
  • Ability to work independently and manage priorities effectively.
  • Good communication and collaboration skills.

Preferred Qualifications

  • Experience in healthcare or clinical laboratory domain.
  • Basic scripting or automation knowledge is a plus.
  • Certifications in ITIL, Azure, or related technologies.

Providence’s vision to create ‘Health for a Better World’ aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization’s success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.

Contact our Integrity hotline also, read our Code of Conduct.

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