Sr. Technical Lead

Job Description Job Title: Incident Manager – Clinical Imaging Managed Services (Radiology, Cardiology, Ancillary Imaging) Experience: 8–12+ Years Location: Bengaluru / Hyderabad 1st shift: 7am to 4pm and 2nd shift: 2pm - 11pm Domain: Healthcare (Radiology / Cardiology/ Ancillary Preferred) SummaryThe Incident Manager will be responsible for overseeing and coordinating incident management processes across clinical imaging managed services, including radiology, cardiology, and ancillary imaging applications. This role ensures timely resolution of incidents, minimizes service disruption, and maintains compliance with ITIL/ITSM frameworks. The Incident Manager will collaborate closely with customers, onshore teams, offshore development centers (ODC), and technical support teams to deliver operational excellence and maintain high service availability.Key Responsibilities Incident Management Lead the end-to-end incident management lifecycle, including detection, logging, categorization, prioritization, resolution, and closure. Ensure incidents are resolved within agreed SLAs, escalating issues when necessary. Conduct root cause analysis and implement corrective/preventive measures to reduce recurrence. Operational Excellence Monitor imaging applications (PACS, RIS, cardiology, ancillary imaging) and infrastructure to proactively identify potential issues. Coordinate with application maintenance and development teams to ensure operational stability. Maintain dashboards and reporting mechanisms for incident trends, performance metrics, and service availability. Customer & Onshore Collaboration Act as the primary point of contact for customers during incident resolution, ensuring clear communication and expectation management. Collaborate with onshore teams to coordinate service delivery, manage escalations, and align incident handling with clinical workflows. Provide regular status updates and post-incident reviews to customers and stakeholders. Team & ODC Coordination Work closely with offshore development centers (ODC) and technical support teams to ensure timely incident resolution. Guide and mentor incident response teams, promoting ITIL best practices and continuous improvement. Align global delivery teams with customer and onshore priorities for seamless incident handling. Compliance & Governance Ensure incident management processes comply with ITIL, ITSM, HIPAA, HITRUST, SOC2 standards. Maintain documentation of incidents, resolutions, and lessons learned for audit and compliance purposes. Technical & Domain Expertise Applications: PACS, RIS, cardiology imaging, and ancillary imaging systems. Frameworks: ITIL, ITSM, incident/problem/change management processes. Technical Knowledge: HL7, DICOM, FHIR, API integrations, desktop support, monitoring tools. Operational Skills: Root cause analysis, service continuity planning, and escalation management. Compliance: Strong understanding of healthcare IT standards and regulatory requirements. Qualifications Bachelor’s degree in Computer Science, Information Technology, Biomedical Engineering, or related field. 7+ years of experience in healthcare IT operations, with at least 3 years in incident management roles. Hands-on experience with imaging applications, monitoring tools, and ITSM platforms (ServiceNow, Remedy, SMAX, OneEMS etc.). Certifications: ITIL, PACS, RIS, Imaging Systems (preferred). Strong communication, customer engagement, and stakeholder management skills. Proven ability to coordinate across ODCs, onshore teams, and customer-facing environments. QualificationsBE/B.TechRange Of Year Experience-Min Year8Range Of Year Experience-Max Year12