Note: The job is a remote job and is open to candidates in USA. Infinite Computer Solutions is a global leader in digital engineering and IT services, specializing in telecommunications, healthcare, banking, and finance. The Program Manager will lead the application support and sustainment of an enterprise imaging environment, ensuring stable and efficient delivery of imaging services across multiple sites and vendors.
Responsibilities
- Experience in planning and executing large transition initiatives across vendors
- Lead the planning, execution, and continuous delivery of the enterprise imaging application support program, ensuring alignment with client service-level agreements (SLAs), operational goals, and clinical priorities
- Drive program governance for the support organization, ensuring adherence to ITIL-aligned service management practices, support runbooks, and industry standards
- Own incident, problem, and change management for the imaging application portfolio, coordinating across clinical, imaging operations, infrastructure, and vendor application teams to resolve issues and minimize clinical disruption
- Lead hypercare and transition-to-support activities for newly deployed sites and waves, ensuring a clean handover from project delivery into steady-state managed services
- Develop and manage support operating documentation, including service-level reporting, RAID logs, on-call and escalation rosters, and executive operational status reports
- Oversee release and configuration management for application uplifts, version upgrades, and enhancement requests across the landscape imaging platform
- Manage and align multiple support workstreams, including PACS/CVIS application support, VNA and archive operations, interface and integration support with EMR systems (Epic or Cerner preferred), and connectivity with downstream clinical systems
- Lead communication with senior stakeholders, providing clear updates on service performance, recurring issues, risks, and continuous improvement initiatives
- Manage relationships with vendors and third-party application partners, ensuring support deliverables, SLAs, and contractual obligations are met
- Ensure support documentation, including support runbooks, knowledge base articles, standard operating procedures, and configuration records, is accurate and maintained
- Oversee root-cause analysis, post-incident reviews, and continuous service improvement to drive down recurring incidents and improve platform stability
Skills
- 10+ years of IT program/project management experience, with at least 5 years in healthcare IT application support or managed services
- Proven track record leading large-scale enterprise imaging application support, hypercare, or sustainment programs
- Strong command of ITIL service management disciplines incident, problem, change, and release management and SLA-based service delivery
- Familiarity with enterprise imaging platforms across Radiology and Cardiology (e.g., GE, Philips, Fujifilm, Sectra, Merge, Agfa, Change Healthcare) and their integration with EMR platforms (Epic, Cerner, Meditech)
- Working knowledge of imaging interoperability and integration standards (DICOM, HL7, IHE) sufficient to triage and coordinate application-level support issues
- Understanding of supporting IT infrastructure components, including storage, networking, virtualization, and cloud environments, as they relate to imaging application performance
- Excellent communication, negotiation, and stakeholder management skills
- Proficiency with service management and program tracking tools such as ServiceNow, JIRA, Smartsheet, MS Project, or similar platforms
- PMP, PgMP, PRINCE2, or ITIL certification preferred
- Experience managing application support across multi-site healthcare environments
- Knowledge of regulatory compliance standards (HIPAA, HITRUST, SOC2, etc.)
- Background in enterprise imaging operations, workforce/staffing planning, and managed-services delivery models
- Experience driving post-go-live stabilization, optimization, and continuous service improvement programs
Company Overview
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