Job Description
<p><p><b>Description : </b><br/><br/>Position Overview :</p><p><br/></p><p>We are seeking a Support Manager - SQL & Monitoring with strong expertise in SQL application/database monitoring tools (Dynatrace, Nagios, ELK, etc.), and healthcare RCM background.<br/><br/>This role is highly process-driven, requiring a strong focus on service reliability, proactive monitoring, issue resolution, and stakeholder communication.<br/><br/>The Support Manager will oversee system monitoring, data integrity, and support operations while ensuring smooth functioning of our healthcare analytics platform.<br/><br/>You will lead a support team, drive process improvements, and collaborate closely with engineering, product, and client-facing teams to ensure high system availability and customer satisfaction.<br/><br/><b>Key Responsibilities : </b><br/><br/><b>SQL & Data Management : </b><br/><br/>- Lead support in managing SQL queries, stored procedures, and database troubleshooting.<br/><br/>- Perform root cause analysis for SQL-related issues, ensuring data accuracy and consistency.<br/><br/>- Support ETL and data flow validation for analytics and reporting needs.<br/><br/><b>Monitoring & Performance Management : </b><br/><br/>- Implement and manage monitoring tools (Dynatrace, Nagios, ELK, or equivalent) to proactively identify issues.<br/><br/>- Track system health, uptime, and application performance with timely alerts and escalation.<br/><br/>- Define dashboards, thresholds, and automated alerts for end-to-end monitoring.<br/><br/><b>Incident & Problem Management : </b><br/><br/>- Manage incident response and escalations, ensuring minimal downtime and prompt resolution.<br/><br/>- Collaborate with development/infra teams for bug fixes, patches, and long-term solutions.<br/><br/>- Document incident trends and drive root cause analysis with preventive actions.<br/><br/><b>Process & Governance : </b><br/><br/>- Establish best practices for support processes, SLAs, and escalation protocols.<br/><br/>- Maintain structured documentation for issues, resolutions, and knowledge base articles.<br/><br/>- Ensure compliance with data governance, security, and healthcare regulations.<br/><br/><b>Stakeholder Management : </b><br/><br/>- Act as the point of contact for critical support escalations.<br/><br/>- Build a strong feedback loop with engineering/product teams to improve system stability.<br/><br/><b>Team Leadership : </b><br/><br/>- Lead, mentor, and train support engineers in SQL troubleshooting and monitoring best practices.<br/><br/>- Foster a process-oriented, collaborative support culture with continuous improvement mindset.<br/><br/><b>Qualifications & Skills : </b><br/><br/>- Bachelors or Masters degree in Computer Science, Information Systems, or related field.<br/><br/>- Proven experience (8+ years) in SQL and database management (Oracle, SQL Server, MySQL, PostgreSQL).<br/><br/>- Strong expertise in monitoring/observability tools (Dynatrace, Nagios, ELK stack, etc.<br/><br/>- Good understanding of Revenue Cycle Management (RCM), Practice Management Systems, and healthcare workflows.<br/><br/>- Experience in incident, problem, and change management processes with measurable SLA adherence.<br/><br/>- Knowledge of ETL workflows, data quality, and performance optimization.<br/><br/>- Familiarity with cloud databases (AWS RDS, Azure SQL, etc.) and modern monitoring frameworks.<br/><br/>- Strong communication and stakeholder management skills.<br/><br/>- Leadership experience in managing support/operations teams in a process-driven environment.<br/></p><br/></p> (ref:hirist.tech)