• Provide comprehensive architecture plans for multiple cloud-based applications supporting our internal stakeholders across engineering, product support, training and services teams • Partner with stakeholders (business leaders, DevOps, security, infrastructure) to understand application usage, future growth and strategic goals • Recommend specific hardware, software, and methodologies that align with industry best practices, standards, and organizational goals • Oversee the implementation and integration of key business systems • Analyze performance and ensure the applications (GitLab, Jira, Confluence, TestRail, Mattermost), hosted in AWS, meet the scalability and reliability needs of our internal teams • Perform root cause analysis for complex failures and offer modern solutions and tools • Establish metrics to monitor system performance, proactively identify issues and recommend solutions for optimal performance • Identify and troubleshoot performance bottlenecks and reliability issues across the stack • Implement best practices for cloud-based infrastructure, ensuring security, scalability, and cost efficiency • Stay informed about emerging technologies and industry trends including AI to identify opportunities for innovation within enterprise business systems • Create detailed documentation of systems architecture designs, technical specifications, and implementation plans • You want to make the system better every day and are self-driven to learn all that is necessary to provide full-stack diagnostics and determine the root cause of problems • Communicate effectively with engineering and infrastructure teams and describe problems succinctly with sufficient detail • Engage in real-time communication during outages with both technical and non-technical audiences

• Serve as the primary technical Subject Matter Expert (SME) for the SHIE, maintaining comprehensive knowledge of its underlying architecture, data flow, integration points, and API functionality. • Manage product configuration and reporting. Act as the technical lead for all product configuration requests, translating complex business rules into operational settings within the product. • Design and develop custom reports and dashboards within the product framework to meet business intelligence and operational reporting needs. • Manage and prioritize complex, Tier 2/Tier 3 technical support cases, coordinate with the vendor support team to diagnose root causes for system failures, integration issues, and data discrepancies. • Act as the main implementation liaison, guiding vendor teams during the product's deployment and integration into our environment. • Lead the technical onboarding process for external customers, ensuring successful adoption, integration, and alignment of the new product with their existing systems and workflows. • Partner directly with the vendor and HIE Operations teams to escalate, reproduce, and validate fixes for critical bugs and performance bottlenecks impacting deployments. • Track implementation progress by owning the process for tracking and reporting the status of technical implementation milestones for the vendor integration and all customer onboarding projects. • Develop and maintain high-level status reports, including key performance indicators (KPIs) and risk flags, for internal stakeholders and executive review. • Organize and lead recurring status update meetings, ensuring clear communication of progress, dependencies, and roadblocks between all parties involved (internal and external). • Develop and deliver specialized technical training programs and materials for internal teams (HIE Operations, Business Development, Product) and external customers, ensuring comprehensive product understanding and effective utilization. • Create, curate, and maintain high-quality technical documentation for the new SHIE, including configuration guides, architecture overviews, and system manuals. • Build and maintain the product's knowledge base and internal FAQs, ensuring information is current, accurate, and easily accessible.

• Provides mentoring to the team for technical challenges. • Develop and implement maintenance routines and system audits to ensure system integrity. • Provide responsive technical assistance and document configuration and support processes. • Work with Infrastructure, Application Services, Data Services, DBAs and business units to ensure optimal operations and uptime of application environments to set and meet service level agreements. • Develop/Support change control and testing processes. • Analyze systems for overall performance and give recommendations on improvements. • Provide after-hours support. • Participate in and support capacity planning and the development of long-term strategic goals for systems and software in conjunction with end-users, third party vendors, and department managers. • Establish, document, and maintain processes and procedures linked to the onboarding, management and off boarding Enterprise Applications installed on servers for Citrix and Non-Citrix consumption, along with desktop master images. • Work together with other members of the infrastructure team, Service Desk, and business partners to ensure that the process is seamless and operationalized (automated) as much as possible. • Manage and maintain our Citrix Virtual Apps and Desktops, Netscaler, and Enterprise Application Management in a heavily virtualized environment. • Work with Enterprise Architects (primarily Infrastructure) to maintain long-term directional vision and alignment. • Other duties as assigned.

• Collaborate cross-functionally with product, design, engineering, and data science teams to develop backend systems and enhance AI prompt effectiveness. • Drive the technical vision and strategy for workflow and backend optimization. • Lead and contribute to the full development cycle: technical design, implementation, testing, experimentation, and deployment. • Participate in code and design reviews, offering constructive feedback to improve technical quality. • Optimize system availability, performance, and scalability while pushing enhancements for improved efficiency.