Senior Advanced Services Engineer (Support Integration Architect) - Oracle Health

Description

In this role, the Senior Advanced Services Engineer will:

• Take ownership of the Oracle Health Millennium production application environment, ensuring application stability, reliability, and operational excellence.

• Manage complex customer relationships, collaborating with key stakeholders and influencing decisions to achieve successful technical and business outcomes.

• Develop and oversee the execution of customer domain strategies, including incident management, change control, and continuous improvement initiatives.

• Lead the investigation, troubleshooting, and resolution of complex production incidents, working closely with engineering, support, and cross-functional teams.

• Proactively identify, assess, and mitigate application, integration, and operational risks, serving as a senior technical escalation point.

• Provide technical leadership and domain expertise to internal teams and customer stakeholders, driving improvements in solution performance, integration, and stability.

Responsibilities

Key Responsibilities

• Production Application Management: Develop and execute customer domain strategies to maintain the health, stability, security, and reliability of the Oracle Health Millennium production environment.
• Incident Management & Troubleshooting: Investigate and resolve complex production incidents, perform root cause analysis, coordinate technical escalations, and drive timely resolution with relevant engineering and support teams.
• Proactive Monitoring & Stability: Analyze application performance, identify recurring issues and potential risks, and recommend preventive measures to improve system stability and operational efficiency.
• Change & Configuration Management: Oversee application changes, assess technical dependencies and potential impacts, and coordinate with cross-functional teams to ensure compatibility and minimise production disruption.
• Technical Expertise: Investigate, maintain, troubleshoot, and configure Oracle Health Millennium components, including Discern Rules, Operations Jobs, Olympus, Print Services, Clinical Reporting, and basic Cerner Command Language (CCL).
• Integration Management: Provide technical oversight and expertise across integrated Oracle Health solutions, ensuring compatibility, reliability, and effective issue resolution.
• Customer Engagement: Act as a trusted technical advisor to customers, lead technical discussions, communicate incident status and risks, and provide recommendations to improve application performance and reliability.
• Solution Configuration: Collaborate with customer and internal teams to evaluate workflow requirements, recommend appropriate application configurations, and support solution improvements.
• Cross-Functional Collaboration: Partner with engineering, product development, infrastructure, and support teams to investigate complex issues, implement sustainable fixes, and drive long-term improvements.
• Continuous Improvement: Identify opportunities to improve operational processes, technical documentation, knowledge sharing, and overall service delivery.
• Production Support: Participate in a 24/7 on-call support rotation as required, including critical incident response and on-site customer support when necessary.

Required Qualifications & Experience

• Minimum 6 years of experience in healthcare information technology, including implementation, production application support, or managed services.
• Strong hands-on experience with Oracle Health Millennium, including production troubleshooting, application configuration, and integration support.
• Experience supporting multiple Oracle Health Millennium solutions, modules, and integrated applications within complex production environments.
• Practical knowledge of Discern Rules, Operations Jobs, Olympus, Print Services, Clinical Reporting, and basic CCL, including investigation, maintenance, modification, and configuration.
• Demonstrated experience managing complex production incidents, troubleshooting application and integration issues, and coordinating resolution across technical teams.
• Strong analytical, problem-solving, stakeholder management, and communication skills.
• Ability to work independently, manage competing priorities, and maintain customer confidence during high-impact production incidents.

Preferred Qualifications

• Bachelor's or master's degree in Information Technology, Healthcare Information Technology, Computer Science, or a related field, or equivalent relevant professional experience.
• Experience working within an Oracle Health Support or Application Managed Services organization.
• Experience performing root cause analysis, problem management, change management, and production stability improvement initiatives.
• Demonstrated ability to engage with senior customer stakeholders and influence technical decisions.
• Excellent written, verbal, and presentation skills.