Role Summary
HCLTech is seeking an experienced Senior Support Lead / Application Support Analyst to join our Healthcare IT support practice in Noida, Uttar Pradesh, India. In this full-time role, you will be responsible for delivering Level 2 operational application support for MD-Staff and MD-STAT platforms, which manage physician demographics, provider credentialing, enrollment, appointments, and hospital privileges. You will lead incident resolution, troubleshoot account provisioning and identity synchronization issues, execute data validation checks, and collaborate with enterprise IT, IAM, infrastructure, and third-party vendor teams to maintain high application stability and SLA compliance.
Key Responsibilities
- L2 Application Support & Incident Management: Provide Level 2 operational support for MD-Staff and MD-STAT applications, investigating, troubleshooting, and resolving complex production incidents and service requests in alignment with strict SLAs.
- Root Cause Analysis & Problem Management: Analyze recurring defects and system failures, perform detailed root-cause analyses (RCA), and collaborate with product vendors and engineering squads to deploy permanent resolutions.
- User Provisioning & IAM Coordination: Oversee user access, role assignments, and privilege configurations for physicians and healthcare providers; partner with Identity & Access Management (IAM) teams to resolve synchronization issues.
- Provider Data Management & Onboarding: Verify data consistency and accuracy across downstream systems for provider credentialing, enrollment, and appointments, assisting in onboarding new hospitals, ministries, and clinical entities.
- Reporting & Data Extracts: Generate scheduled and ad-hoc compliance reports, monitor automated outbound data extracts and file transfers (e.g., MOVEit), and ensure seamless data delivery to downstream consumer systems.
- Release, Patch & Change Support: Participate in maintenance windows, patch deployments, and version upgrades, validating configurations and updating standard operating procedures (SOPs) and knowledge base articles.
Key Qualifications
- Education: Bachelor's degree in Computer Science, Information Technology, Healthcare Information Systems, Engineering, or a related discipline.
- Experience: 3+ years of professional experience in L2 Application Support, Production Support, or Healthcare IT Support within enterprise environments.
- Core Technical Skills: Hands-on support experience with MD-Staff and MD-STAT (or comparable provider credentialing/enrollment systems), SQL query authoring for data analysis, and ticketing via ServiceNow or similar ITSM tools.
- Key Methodologies: ITIL framework (Incident, Problem, Change, and Request Management), Root Cause Analysis (RCA), SLA tracking, and data integrity validation.
- Preferred Capabilities: Familiarity with SailPoint or enterprise IAM tools, file transfer solutions like MOVEit, ITIL Foundation certification, and an understanding of healthcare regulatory and compliance standards.
About HCLTech
HCLTech is a global technology company home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI. Supported by a broad portfolio of technology services and products, HCLTech powers digital transformation across major global industries including Financial Services, Manufacturing, Life Sciences, and Healthcare.