• Provide first- and second-level support for healthcare IT systems, including troubleshooting and resolving technical issues. • Respond to user inquiries via phone, email, and ticketing systems in a timely and professional manner. • Participate in a rotating schedule to monitor the support queue, triage incoming tickets, and assign them to the appropriate product or functional team. • Collaborate with IT, Product, and Engineering teams to escalate and resolve complex issues. • Maintain detailed records of incidents, solutions, and workflows in the ticketing system. • Assist with system updates, installations, and user onboarding for new software and hardware. • Contribute to the continuous improvement of support processes and knowledge base. • Ensure compliance with regulatory standards and internal IT policies. • Support key customers and maintain positive relationships, providing updates and guidance as needed.

• Own end-to-end process mapping across all operational workflows, from intake through delivery. • Apply Lean, Six Sigma, DMAIC, and Theory of Constraints to identify waste and redesign for throughput and quality. • Establish KLD-wide documentation standards (SOPs, swimlane maps, RACI), maintain a current- and future-state process library. • Identify and actively manage the binding constraint in the production system at all times. • Build capacity models that connect staffing, work mix, and throughput to revenue and delivery commitments. • Develop surge capacity playbooks and flex staffing frameworks, and partner with Ops leaders to sequence and prioritize investments. • Design and own the KPI framework for operational performance, including throughput, cycle time, error rate, cost per unit, and capacity utilization. • Build dashboards and reporting cadences that give leadership real-time visibility into process health. • Lead a process improvement council across Ops, Product, Technology, and Finance to align on priorities and eliminate duplicative effort. • Hire, develop, and retain a team of industrial engineers and process analysts.

• Monitor network infrastructure, systems, and applications using various monitoring tools (e.g., SolarWinds, PRTG, Nagios, Zabbix) • Identify, diagnose, and resolve network issues, escalating complex problems to senior engineers when necessary • Respond to alerts and incidents in accordance with established SLAs and priority levels. • Perform root cause analysis on recurring incidents and implement preventive measures. • Document all incidents, actions taken, and resolutions in the ticketing system. • Maintain network availability and performance across enterprise infrastructure • Perform regular health checks on network devices including routers, switches, firewalls, wireless controllers and load balancers • Monitor bandwidth utilization and capacity planning metrics • Execute network changes during scheduled maintenance windows • Maintain up-to-date network documentation and diagrams • Monitor server performance, disk space, and application availability • Perform basic system administration tasks on Windows and Linux servers • Monitor backup systems and ensure successful completion of scheduled backups • Coordinate with vendors and service providers for issue resolution • Provide timely status updates to stakeholders during incidents • Generate and distribute daily, weekly, and monthly performance reports • Participate in shift handover meetings to ensure continuity of operations • Maintain clear and professional communication with technical and non-technical personnel

Role Description The Software Engineer – Database (SQL) will join an Agile development team responsible for RouteOne’s web applications, data projects, special projects, and/or supporting tools. The Software Engineer – Database should be passionate about code quality and software excellence, with extensive development experience. Collaborating closely with other software engineers, architects, and team members is a must. Qualifications - 5+ years’ experience in Microsoft SQL Server or Microsoft Azure Environment in the role of database developer. - 4-year degree in Computer Science, certification, or equivalent experience. Requirements - Understand business needs regarding data integration, data engineering and data operations in order to build end-to-end data pipeline for application and analytical purposes. - Develop scalable and re-usable frameworks for ingestion and transformation of data sets. - Participate in design and code reviews, suggesting improvements and troubleshooting. - Work with other team members at the architecture, design, and code levels to ensure standards-based, high performance systems. - Actively participate at internal community of practice events to help with continuous learning. - Perform all work in accordance with company’s quality programs, standards, and procedures. - Maintain safety, security, and privacy standards throughout all areas of responsibility. Knowledge - Knowledge of popular software development processes, i.e., Agile, scrum, feature driven development. - Experience troubleshooting and resolving application defects within a mature production system. - Experience with relational databases (SQL Server or any RDBMS). - Experience with structured and unstructured data. - Knowledge of data modeling tools and data management concepts. - Knowledge of data management best practices within traditional data warehouse and/or data lake environment. Skills - Develop solutions using database development tools and languages such as Microsoft T-SQL. - Knowledge of DevOps, other programming languages such as Python or Scala will be an added advantage. - Experience working in data integration tools such as SQL Server Integration Services or similar tools. - Experience with logical/physical database design and Business Intelligence tools is a plus. - Knowledge of reporting tools (such as Tableau, PowerBI). Abilities - Ability to work in a collaborative team environment, think critically, problem solve, learn new technologies, and adapt to change. - Ability to communicate effectively throughout the organization.