Laboratory, Pharmacy, Radiology & Ancillary Clinical Systems

About the Role

Providence Global Center is seeking an experienced Lead Support Operations Engineer to lead reliable, secure and efficient support for Laboratory, Pharmacy, Radiology and other ancillary clinical applications. The role combines hands-on L2/L3 technical ownership with operational leadership, service governance, major-incident coordination, problem management, change oversight and team capability development. The engineer will partner with clinical stakeholders, product teams, infrastructure teams, vendors and senior engineers to maintain application availability, protect patient-care workflows and drive continual service improvement across on-premises and Azure Cloud environments.

Role Outcomes

The role is accountable for:

• Stable and resilient clinical application services with effective monitoring, incident response and recovery.
• Consistent SLA performance, clear operational ownership and timely stakeholder communication.
• Reduced recurring incidents through root cause analysis, problem elimination, automation and knowledge reuse.
• Controlled delivery of patches, upgrades, interface changes and production deployments.
• Strong team readiness through work allocation, technical coaching, documentation and succession coverage.

Key Responsibilities

1. Service Operations Leadership

• Lead day-to-day support operations across Laboratory, Pharmacy, Radiology and ancillary clinical applications.
• Provide technical direction for L2/L3 incidents, complex service requests, application defects and workflow disruptions.
• Prioritise work based on clinical impact, urgency, risk and agreed service levels; coordinate workload across the support team.
• Maintain operational readiness, support coverage, escalation paths, runbooks and handover practices.
• Review service performance, ageing work, repeat incidents, backlog, availability risks and improvement actions with relevant stakeholders.

2. Clinical Workflow & Application Support

• Support end-to-end clinical workflows, including laboratory order-to-result processes, medication-management workflows, imaging order-to-report processes and associated ancillary-service workflows.
• Translate clinical and operational impact into clear technical investigation, restoration and follow-up actions.
• Partner with clinical SMEs and business stakeholders to validate workflow behaviour, configuration changes and recovery outcomes.
• Ensure support decisions consider patient-care continuity, data integrity, operational safety and downstream system dependencies.

3. Integrations, Interfaces & Data Exchange

• Lead troubleshooting of integrations among clinical applications, medical devices or instruments, middleware, interface engines, EHR platforms and downstream systems.
• Investigate HL7 message failures, queue backlogs, interface interruptions, data mismatches and mapping issues using logs and monitoring tools.
• Support clinical terminology, coding and mapping where applicable, including LOINC, SNOMED, ICD and CPT.
• Coordinate with interface, infrastructure, network, database, security, vendor and application teams to restore and stabilise services.

4. Incident, Major Incident & Problem Management

• Own or coordinate high-impact incidents from triage through service restoration, validation, communication and closure.
• Provide concise technical updates, impact statements, recovery status and decision points during major incidents.
• Lead root cause analysis for recurring or significant issues and track corrective and preventive actions to completion.
• Identify opportunities to automate, correct or eliminate repeat work and reduce avoidable support demand.

5. Change, Release & Environment Management

• Assess operational readiness and risk for application changes, patches, upgrades, cloud migrations and integration releases.
• Coordinate implementation plans, validation steps, rollback plans, support coverage and post-deployment verification.
• Support environment health, configuration consistency and production-readiness checks across on-premises and Azure Cloud services.
• Ensure changes follow applicable ITIL, security, compliance and change-management controls.

6. Monitoring, Reliability & Continual Improvement

• Strengthen proactive monitoring, alert quality, service dashboards and early-warning indicators for critical clinical applications.
• Analyse incident trends, recurring failure patterns and operational bottlenecks; recommend measurable improvements.
• Promote automation, self-service, standardisation and knowledge-centred support to improve reliability and team efficiency.
• Contribute to service continuity, disaster recovery testing and operational resilience activities.

7. Team Leadership & Collaboration

• Coach support engineers on technical troubleshooting, clinical workflows, incident ownership, documentation and stakeholder communication.
• Delegate work with clear accountability; review technical quality and support the team during complex escalations.
• Build cross-training and backup coverage across supported applications and domain workflows.
• Work closely with SMEs, product owners, developers, vendors and cross-functional teams across geographies.
• Create and maintain SOPs, knowledge-base articles, known-error records, support models and troubleshooting guides.

Required Qualifications

• 8-12 years of application support or service operations experience, including ownership of complex or business-critical applications.
• Strong experience supporting one or more clinical domains such as Laboratory, Pharmacy, Radiology or ancillary clinical systems, with the ability to build cross-domain knowledge.
• Demonstrated L2/L3 troubleshooting experience across applications, interfaces, middleware, logs, infrastructure dependencies and data flows.
• Working knowledge of HL7 messaging, interface support and integrations among clinical applications, devices or instruments, middleware and EHR systems.
• Understanding of clinical terminology, coding or mapping standards where relevant, including LOINC, SNOMED, ICD and CPT.
• Experience with incident, major incident, problem, change and release management in an ITIL-aligned environment.
• Exposure to Azure Cloud and on-premises application environments, including monitoring, availability and operational support concepts.
• Experience leading technical investigations, coordinating cross-functional teams and communicating clearly with technical and non-technical stakeholders.
• Strong analytical, prioritisation, documentation and decision-making skills.
• Ability to mentor engineers, distribute work, manage competing priorities and operate effectively in a 24x7 support environment.

Preferred Qualifications

• Experience supporting multiple clinical application domains or enterprise healthcare platforms.
• Familiarity with interface engines, clinical middleware, medical-device integrations, PACS/RIS, pharmacy platforms or LIS/LIMS solutions.
• Experience with scripting, workflow automation, observability tools or service-management reporting.
• Participation in application upgrades, cloud migrations, disaster-recovery exercises or major clinical go-lives.
• ITIL, Azure, healthcare interoperability or relevant vendor/product certification.
• Experience working with distributed teams and external vendors in a regulated healthcare environment.

Core Competencies

Success Measures

• Service availability, SLA achievement and timely restoration of clinically significant incidents.
• Reduction in repeat incidents, ageing backlog and avoidable support demand.
• Quality and completion of root cause, corrective action, change validation and operational-readiness activities.
• Improved monitoring coverage, documentation quality, automation adoption and cross-training readiness.
• Stakeholder confidence in service ownership, communication and operational follow-through.

Note: The 8-12 year experience range is recommended to reflect the expanded lead-level scope and should be aligned with the organisation's approved job architecture before publication. Product-specific requirements may be added based on the final application portfolio.