Senior L2 Application Analyst (Healthcare)
Role Summary
The Application Support Analyst is responsible for providing Level 2 (L2) application support for an assigned portfolio of applications, ensuring service stability, incident resolution, and operational excellence. The role participates in Knowledge Transfer (KT), shadow and reverse shadow activities, supports offshore delivery teams, manages application-specific risks and dependencies, and coordinates with L3 teams, vendors, and business stakeholders to ensure effective support delivery.
Key Responsibilities
Application Support & Operations
· Provide L2 support for assigned applications within agreed SLA targets.
· Provide L2 application support for clinical and ancillary clinical systems, ensuring service stability and timely issue resolution.
- Investigate, troubleshoot, and resolve incidents, service requests, and operational issues.
- Perform application health checks, monitoring reviews, and operational validations.
- Coordinate and track issues requiring escalation to L3 teams, infrastructure teams, or vendors.
- Support change, release, deployment, and post-implementation validation activities.
Knowledge Transfer & Transition Support
- Participate in KT sessions, workshops, shadowing, and reverse shadowing activities.
- Capture, validate, and maintain support documentation, SOPs, and runbooks.
- Review architecture, interfaces, dependencies, and operational processes during transition.
- Maintain KT trackers, action items, and knowledge repositories.
- Support transition readiness and service takeover activities.
Portfolio Management
- Own and manage the assigned application portfolio.
- Understand application criticality, business impact, dependencies, and support requirements.
- Maintain awareness of application lifecycle, upgrades, known issues, and vendor support status.
- Track recurring issues, technical debt, risks, and improvement opportunities.
- Ensure support documentation and operational knowledge remain current.
Offshore Team Leadership & Guidance
- Provide functional and technical guidance to offshore support resources.
- Review ticket quality, troubleshooting approaches, and resolution effectiveness.
- Ensure adherence to incident, change, and problem management processes.
- Support team onboarding, cross-training, and knowledge-sharing activities.
- Act as the point of contact for application-related operational matters.
Stakeholder & Vendor Coordination
- Coordinate with business users, application owners, SMEs, and vendors.
- Participate in support reviews, operational meetings, and governance discussions.
- Facilitate communication during major incidents and high-priority issues.
- Manage escalation paths and ensure timely resolution of critical issues.
Continuous Improvement
- Identify opportunities to improve support processes and operational efficiency.
- Contribute to knowledge base updates and process standardization.
- Support root cause analysis and problem management initiatives.
- Drive reduction of recurring incidents and SME dependency risks.
Required Skills
- Application Support (L2)
- Healthcare domain experience with mandatory knowledge of EMR or clinical systems. Knowledge of hospital business systems will be an added advantage.
- Incident, Service Request, Change & Problem Management
- ITSM Tools (ServiceNow, Remedy, etc.)
- KT, Shadow & Reverse Shadow Experience
- Vendor and Stakeholder Management
- Documentation and Runbook Development
- Team Mentoring and Offshore Coordination
- Strong Troubleshooting and Analytical Skills
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