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Job Title: System Administrator - System L2 Engineer

Department: IT - Infra

Location: Andheri

Qual:  BE / Bsc IT

Experience: 4 + years’ experience

Job Purpose

Interact with the internal teams and end user at Andheri Unit to minimize/solve problems related to IT infrastructure functioning. Ensure highest customer satisfaction on all IT infrastructure services

Key Responsibilities

Service

•    Adhere to the departmental policy and procedures
•   Responsible for user requirements gathering and implementation of the same within specified time limits
•   Responsible for smooth day-to-day operations of IT with respect to data and voice network
•  Support L1 team on network issue resolution within the defined TAT
• Escalate any issues and coordinate with the concerned teams for resolution in a timely manner
•   Coordinate with shift Engineers to troubleshoot in case of any server / network outage issues
•   Interface with hospital users ( HODs / Consultants / SPOC) to understand their network requirements
• Educate the end users on systems and process such as nursing call system / wifi / network integration etc.
•  Interface with Biomedical team for timely integration of biomedical devices with network
•  Support medical services for OT integration / Audio-Video integration / Digital signage’s / Kiosks etc.
•   Maintain issue tracker and follow up for the closure of issues
• Regularly interface and coordinate with concerned teams (RCP / RFH/ Vendors) for achieving highest uptime
•    Provide post implementation support to the end users
• Maintain and update departmental MIS / dashboards
•    Manage and supervise L1/L2 / Call Coordinator teams to ensure effective operations
•    Manage and supervise all service desk related operations
•      Carry PR management activities in SAP for IT services
•      Any other projects / responsibilities as assigned by the HOD from time to time

Growth

• Maximize end user satisfaction through efficient and timely IT Infra support
• Support HOD in planning and providing IT support for any new Infra Functionality.
• Participate in health programs in the hospital, Outreach activities, or communities

Quality

• Actively participate and be accountable for implementation of all quality programs to ensure continuous quality improvement in the department
• Ensure adherence to internationally accepted standards of IT, including but not limited to those recommended by JCI, NABH and other quality systems

Financial

• Prepare annual budget for system infrastructure
• Ensure optimal usage of IT resources

People

• Guide new joiners on the departmental policies and procedures
• Be available to cover colleague when they are sick / on leave (within the constraints of existing workload)
• Work and collaborate with cross functional teams to achieve departmental goals and projects

Innovation & Research

• Participate in technical education and research as required by the organization
• Keep abreast with the latest technology and innovations in the IT field for advancing the department
• Give suggestions / feedback to further improvise services of department

Core Competencies

• Understanding of Hospital Information Systems workflows and functions
• Basic IT skills (Documentation, Word, Power point, Visio, Excel)
• Knowledge about JCI & NABH standards
• Understanding of end user request, Transfer request and Transport process (1. Service desk management, 2. Incident, service request)
• Communication & Interpersonal Skills
• Learning Orientation & Analytical Thinking