Job Description

The purpose of this position is for full operational accountability for the technology environment across each dedicated site, ensuring that all technology services operate reliably, efficiently, and in alignment with organisational standards. Providing visible, on‑site support, and maintaining a consistent presence across assigned locations to drive service excellence, operational readiness, and rapid response to emerging issues, the core focus of the role is to deliver exceptional, high‑touch support to doctors, ensuring technology is always ready for surgeries, consultations, and clinical workflows.

By anticipating needs, resolving issues quickly, and maintaining strong relationships with VMOs, JMOs, and medical students, the position directly contributes to safe, efficient patient care and zero avoidable clinical disruption. To champion a customer‑centred service culture, whilst ensuring all staff receive timely, professional support and that onboarding experiences for new employees and doctors are seamless and fully prepared, this position strengthens trust, improves communication, and supports the smooth delivery of technology changes, deployments, and site‑specific improvement.

You will make an impact by:

• Providing first‑ and second‑level technical support for end users, resolving incidents and service requests in line with SLAs via all channels (phone, portal, email, walkins etc.,)
• Troubleshooting hardware, software, network, and access issues, ensuring clear communication and timely follow‑through.
• Ensuring data accuracy, process compliance, and consistent use of ITIL-aligned practices. Ie., category, subcategory, priority, affected service, troubleshooting notes, resolution notes, customer updates etc.,
• Escalating complex issues to appropriate resolver groups with complete and accurate trouble shooting information.
• Ensuring all critical incidents are promptly escalated and managed in alignment with the Major Incident process.

Position Description Inherent Requirements