IT Application Support

• Provided Tier II support for Hospital Management Information Systems (HMIS), ensuring 99.9% system uptime. Resolving 200+ incidents within SLA timelines, enhancing system efficiency and usersatisfaction. • Participated in 24/7 support coverage roster, ensuring continuous service availability for critical systems. • Delivered structured training sessions for 100+ end users, enhancing adoption and reducing repeat incidents, thus improving system utilization by 30%. • Collaborated with business units to analyze and document system requirements, translating them into technical specifications for the development team. • Supported UAT and deployment of new digital systems, including a mobile telemedicine and appointment-scheduling app integrated with core HMIS modules. • Understanding the company's strategic business needs and aligning priorities to match. • Developing products, business cases, plans and proposals for the company. • Review and investigate security alerts and user incidents, escalating critical issues and ensuring closure within defined timelines. • Work with internal teams to track vulnerabilities, patch system components, and document remediation efforts for audit readiness. • Assist in conducting internal system reviews, risk assessments, and compliance checks to ensure adherence to cybersecurity and ICT policies. • Support identity and access management by maintaining user roles, enforcing least privilege, and monitoring access anomalies. • Maintain endpoint security posture through antivirus updates, device hardening, secure configurations, and compliance reporting. • Support deployment of new cybersecurity technologies and system upgrades, ensuring secure implementation and user readiness. • Develop and deliver user cybersecurity awareness, including safe password usage, phishing prevention, and secure digital practices. • Conduct pre-release and post-release validation to ensure new digital features meet security and integrity requirements. • Document SOPs, incident logs, remediation plans, and compliance reports for audit and risk functions. • Running A/B tests and analysing data. • Working with software development teams to document the products and ensure prioritization of the work to ensure the timely delivery of the product. • Documentation of software requirements, specifications and user training manuals. • Provided support in testing and quality assurance activities to ensure high-quality product releases. • Collaborated with software developers, QA teams, and business stakeholders to align IT deliverables with organizational priorities. • Collaborating with cross-functional teams such as developers, application support and marketing to ensure the software product meets the clients requirements. • Monitored application capacity and performance, identifying bottlenecks and implementing optimizations that improved system responsiveness by 15%. • Schedule change analysis in accordance with the business. • Analyze user feedback and system performance metrics to identify opportunities for improvement and recommend technical enhancements. • Continuous Improvement: identify opportunities for process improvement and implement measures to enhance the efficiency, reliability, and scalability of HMIS systems and support services. • Monitored project progress and performance, identifying and mitigating risks to ensure timely delivery of product milestones. • Maintained and updated project documentation, including reports, manuals, and technical guides; ensured accuracy and accessibility of project information • Conducted testing and quality checks on project deliverables; identified and reported issues, contributing to the continuous improvement of project outcomes • Provided technical assistance and troubleshooting for project-related software and hardware issues; ensured smooth operations of IT systems. • Create documentation of the support services to be delivered based on each software functionality. • Communicate proposed workplans to senior management and development teams. • Identify areas for improvement within individual software systems focusing on ensuring full system utilisation and efficiency. • Work with client's to resolve allsoftware product issues efficiently and effectively. • Evaluate the costs and benefits of implementing changes against the current system. • Formulate a problem solving and decision making approach to handle issues for a given project. • Designed and maintained process documentation, workflows, and Standard Operating Procedures (SOPs), Method of Procedure (MOPs), and user training manuals for systems to support automation and improve operational efficiency.. • Planned and executed strategies and configuration changes to ensure optimal quality assurance for all applications. • Recommended ways to optimize business performance by presenting solutions to existing challenges.