Maharashtra
Altera, a new member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.

Responsibilities


Continuously analyze operational methods using ITIL best practice framework, monitoring tools and support processes to maintain and improve the efficiency and stability of operations.
Minimizing cost of service operations by driving efficiency, scalability, quality and consistency, smooth implementation, and minimum downtime of infrastructure.
Discuss customer requirement, feasibility and operational aspect of proposed solution and service schedules with Sales Engineering team and analyze internal technical capability to delivery solution.
Manage a highly skilled team with the ability to switch between personnel management and the more functional technical management, as required. Ability to able to credibly coordinate between technical teams and business stakeholders.
Establish incident and quality of service Key Performance Indicator's (KPI's) and ensure the team consistently delivers against them.
Establish and maintain relationships with key management and leaders to ensure the highest quality of service.
Develop and nurture a team culture of customer advocacy.
Manage the process and deliverables associated with an enterprise ITSM tool.
Ensure that major incidents are properly identified and swiftly escalated to appropriate teams.
Understands IT service cost drivers and connects cost of service to consumption drivers.
Understands "voice of the customer" and develops mechanisms to proactively sense adoption and usage patterns of consumer technologies by end users so that policy can align with need
You are expected to minimize risk of disruption and ensure adherence to the SLAs committed to customers, reduce the operating expenses and drive automation, intelligence, and visibility into the managed services environment for optimal allocation of company resources.
Provide technical and process subject matter expertise for Sales and Field teams for questions that relate to the managed Services offering.
Provide operational oversight for the onboarding of customers and pre-provisioning support.
Deliver operational excellence in event management, incident management, problem management, change management, Release management, Asset Management etc.
Establish repeatable processes and standards in an effort towards achieving the ISO 20000 certification. Perform routine quality audits to minimize SLA violations and achieve a goal of 100% customer satisfaction.
Build and maintain strong cross-functional relationships/alignment with partners across the business.
Develop a strategy, roadmap, and communications plan for the support of client centric dashboards that provide a comparison of actual operating level performance metrics against design standards and Service Level Agreements (SLAs).
Track version control across the customer base and in accordance with program management and change control teams, proactively support release management deliverables.
Point of contact for escalation Management as necessary during all phases of customer support.
Work with Support organizations during incidents and post-mortem reviews.
Direct, manage, mentor and coach Leads and other direct reports.