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Job Description:
Responsibilities: Provide Level 3 support for 3M 360 Encompass, M*Modal dictation systems, and related healthcare applications. Troubleshoot issues related to Windows Server OS, Citrix, IIS, , SQL Server, HL7XML interfaces, and network components. Conduct server and application monitoring, performance tuning, and manage alertsescalations using monitoring tools e.g., SolarWinds, Client. Resolve tickets end-to-end using ITSM platforms e.g., ServiceNow, including root cause analysis, documentation, and timely communication. Participate in client calls for support, implementation, performance reviews, and product upgrades. Represent HCLTech and the client in communications with vendors and internal stakeholders. Collaborate with cross-functional teams on projects, documentation, and knowledge transfer. Maintain SLAs, support ITIL-aligned Incident, Request, and Change ...
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