• Provide hands-on technical support for hardware, software, and network issues, including imaging workstations and VPN troubleshooting • Setup, configure, and maintain computers, peripherals, and network devices to meet Radiology Partners standards • Troubleshoot, escalate, and coordinate complex IT issues with internal teams, including system upgrades and network installations • Maintain detailed records of technical issues, solutions, and customer feedback via ServiceNow; manage user access, incidents, and planned/unplanned downtimes • Provide end-user training, on-call support, and perform routine maintenance to prevent future issues; up to 25% travel required.

• Serve as the primary development escalation point for internal IT support teams, diagnosing and resolving complex issues across internally developed clinical applications. • Identify, investigate, document, and drive resolution of software defects and enhancement requests in collaboration with Product, QA, and Development teams. • Support cloud-based application deployments and rollouts in hybrid environments, working closely with IT and DevOps using AWS and CI/CD tooling. • Troubleshoot production issues using systematic diagnostic techniques, leveraging monitoring, logging, and alerting platforms to proactively identify risks. • Utilize tools such as GitHub, ArgoCD, AWS services (EKS, EC2, CodePipeline, Databricks), and relational/NoSQL databases to support software operations. • Create and maintain automation scripts and deployment configurations using YAML, Bash, and Python to improve reliability and efficiency. • Train and onboard IT support staff, while maintaining comprehensive technical documentation in Jira, Confluence, and ServiceNow to ensure knowledge sharing and operational transparency.

• Serve as the primary development escalation point for internal IT support teams, diagnosing and resolving complex issues across internally developed clinical applications. • Identify, investigate, document, and drive resolution of software defects and enhancement requests in collaboration with Product, QA, and Development teams. • Support cloud-based application deployments and rollouts in hybrid environments, working closely with IT and DevOps using AWS and CI/CD tooling. • Troubleshoot production issues using systematic diagnostic techniques, leveraging monitoring, logging, and alerting platforms to proactively identify risks. • Utilize tools such as GitHub, ArgoCD, AWS services (EKS, EC2, CodePipeline, Databricks), and relational/NoSQL databases to support software operations. • Create and maintain automation scripts and deployment configurations using YAML, Bash, and Python to improve reliability and efficiency. • Train and onboard IT support staff, while maintaining comprehensive technical documentation in Jira, Confluence, and ServiceNow to ensure knowledge sharing and operational transparency.

• Provides Level 2 Support to customers - resolving technical issues/error messages encountered by customers in a live production environment. • Appropriately handling all customer issues including troubleshooting and providing feedback to the customer. • He/she must be aware about the end-to-end billing, rating and provisioning flow, good knowledge of network components integration and their respective functionalities. • Hands on Singleview product knowledge and experience in using provisioning and order management systems tools to initiate and track the service activation process. • Must be aware of bulk provisioning process. • Supports customers per the details contained in the customer maintenance and support contracts. • Maintains a high level of customer satisfaction through professionalism, timely response, and resolution of issues. • Following up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team. • Analyze and debug CSG product applications. • Ensures CSG Support Tool is always updated with the latest ticket details. • Delivers product installations according to internal procedures. • Assist direct line manager with reporting on KPIs and team progress. • Escalates opportunities and/or issues according to established procedures. • Performs Application Health Check. • Works on performance issues. • Works in different business times and on-call 24hs / 7 days. • Shift work, stand by support and working on weeknights/weekends/public holidays is required. • Ad-hoc occasional travel to customer sites.