HYDERABAD · FULLTIME
Manager - Application Support
HCA Healthcare
Hyderabad · onsite · Posted 34d ago
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Undisclosed8–12 yrsfulltimeHyderabad
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Section · 01
About this role
Manager, Application Support
JOB INFORMATION
Job Title Name:
Manager, Application Support
HCA Grade / Level :
JOB PURPOSE
What makes ITG unique as a technology company is that our solutions ultimately impact the care of patients. Although our skills are needed in a number of industries, we in ITG apply them specifically to the noble cause of healthcare. We are "Healthcare Inspired." It is this guiding vision that pervades and positively influences every level of our organization. It shapes our mission, defines our values, and brings our leaders and employees together in a shared enthusiasm for their work, setting ITG apart as a uniquely purpose-driven company in the IT industry.
The Manager Application Support is responsible for leading offshore application support teams that provide 24x7 support for US healthcare applications. This role ensures high system availability, incident resolution, regulatory compliance (HIPAA), and continuous service improvement while acting as a key liaison between US stakeholders, vendors, and technical teams.
MAJOR RESPONSIBILITIES AND ACCOUNTABILITIES
Ensure timely incident, problem, and change management aligned with ITIL best practices.
Drive root cause analysis (RCA) and implement preventive measures to reduce repeat incidents.
Monitor application performance, availability, and SLAs for US business hours and after-hours support.
Team Leadership Operations
Lead, mentor, and manage offshore L2/L3 application support teams.
Manage shift coverage, on-call rotations, and workload balancing for 24x7 operations.
Set performance goals, conduct reviews, and build capability within the team.
Ensure documentation, knowledge base, and SOPs are current and audit-ready.
Act as the primary offshore point of contact for US business, IT, and vendor stakeholders.
Provide regular operational updates, dashboards, and executive-level reporting.
Collaborate closely with onshore teams to align priorities and resolve escalations.
Compliance Risk Management
Ensure adherence to US healthcare regulations, including HIPAA, data privacy, and security standards.
Support audits, compliance reviews, and risk assessments.
Enforce access controls, incident response procedures, and data protection policies.
Continuous Improvement
Identify automation opportunities to improve efficiency and reduce manual effort.
Drive process improvements using metrics such as MTTR, incident volume, and SLA compliance.
Support application upgrades, releases, and transition of new applications into support.
Required Qualifications
Regular project communication with IT and business leadership
Responds to and resolves customer requests in a timely manner
R EPORTING STRUCTURE
Does this position formally supervise employees (Y / N)
Yes
JOB SPECIFICATIONS
Qualification:
B.Tech / B.E / Graduation in any specialization
Y ears of experience:
8+ years of Experience in
Bachelors degree in Engineering, Computer Science, or related field.
812 years of experience in application support, with at least 3+ years in a managerial role.
Strong experience supporting US healthcare applications.
Hands-on experience with ITIL processes (Incident, Problem, Change, Release).
Proven experience managing offshore teams supporting US time zones.
Excellent communication and stakeholder management skills.
Skills and Capabilities
Details
People Management Skills
N/A
Technical Skills
The following are highlighted entrepreneurial competencies and core expectations for the job/role:
Minimum of 3+ years of management experience.
Healthcare Inspired
Passion and concern with improving the organization
ITIL Framework understanding and knowledge. ITIL Foundations Certification or higher preferred
Exemplary leadership with excellent communication and inter-personal skills.
Proven management ability with strong development processes and practices background.
Excellent oral, written, and presentation skills and be comfortable in front of executive audience.
Focused customer perspective toward service delivery and the ability to influence continuous service improvements.
Proven organizational skills, including team building and mentoring.
Ability to work with personnel at all levels of the enterprise in a cooperative and effective manner.
A significant track record of leadership accomplishments is necessary.
Ability to effectively direct multiple parallel efforts to successful completion.
In depth knowledge of the IT organization and interactions.
Strong knowledge of the business including the applications and interdependencies.
Excellent conflict management and negotiation skills with the ability to consistently achieve "win-win" results.
Proven coach with a track record of developing staff and recruiting highly skilled candidates
Working knowledge of technology and correlation to solving business problems.
Working knowledge of vendor management principles and procedures.
Good understanding of statistical methods and metrics development.
Strong Program/Project Management Skills - Demonstrated success in large project implementations
Leadership and team building
Time management and organizational skills
Other Skills
Resultsoriented with an eye towards business results as the objective
Typical work week hours can vary depending on workload and project deliverables.
Rotating nights and weekends required
Prolonged sitting and office environment
Excellent problemsolving and analytical skills
Willingness to contribute to a positive and inclusive team culture
Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Section · 02
Skills
Automationanalytical thinkingitil processesdata privacyNegotiation SkillsIncident Responsedata protectionconflict managementAws EmrEHRauditshipaacorrelationChange ManagementApplication SupportHealthcarecompliance
Section · Company
About HCA Healthcare
HCA Healthcare
Healthcare
4.0k+
employees
Nashville, TN
USA
₹17.9L PA avg
Avg at HCA Healthcare
About
HCA Healthcare - India is an integral innovation and operational hub in support of HCA Healthcare and our mission: Above all else, we are committed to the care and improvement of human life. HCA Healthcare is a company focused on creating healthier tomorrows through the delivery of patient-centered care across approximately 190 hospitals and 2,400 sites of care in the United States and United Kingdom.
Every day, our colleagues around the world go to work with a collective focus: our patients. This focus positively impacts the care experience at the bedside and beyond. HCA Healthcare - India serves as a vital hub for operations and supports HCA Healthcares work to enhance healthcare delivery through technology and innovation.
Industries
Healthcare
Employee ratings
9 reviews
4.7/ 5
Culture
4.3
Career growth
3.3
Work-life
4.1
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