Product Support Supervisor

4 days ago

India Oracle Full time
Description

The Product Support Supervisor leads a team of Oracle Health Millennium application analysts responsible for delivering high-quality production support across critical clinical and operational workflows. This role ensures service excellence, stability, and continuous improvement of the client's Millennium environment while driving team performance, stakeholder satisfaction, and operational efficiency.

Responsibilities

Team Leadership & People Management

Lead, coach, and develop a team of Millennium application support analysts across modules such as Orders, Clinicals, SurgiNet, Registration, Scheduling, Interfaces, and Ancillary systems.

Manage staffing, shift coverage, workload distribution, and performance evaluations.

Foster a culture of accountability, ownership, and continuous learning.

Operational & Technical Oversight

Oversee day-to-day production support activities including incident troubleshooting, service requests, configuration updates, and break/fix resolutions.

Ensure adherence to SLAs, quality standards, ITIL processes, and change management controls.

Drive root-cause analysis, problem management, and proactive monitoring to reduce recurring issues.

Client & Stakeholder Collaboration

Act as a primary escalation point for client stakeholders, clinical leaders, and cross-functional teams.

Communicate status updates, risks, and action plans clearly and professionally.

Partner with project teams for upgrades, new implementations, and workflow improvements.

Process Improvement & Governance

Establish best practices, knowledge management assets, and support playbooks.

Identify automation opportunities, process gaps, and efficiency improvements.

Track performance KPIs, produce operational dashboards, and support governance reviews.

Quality & Compliance

Ensure compliance with data security, audit guidelines, and healthcare IT controls.

Maintain documentation integrity and enforce disciplined release/change processes.

Qualifications

Career Level - M1

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