Principal Engineer - IT
R1 RCM · Gurugram
R1 RCM India is proud to be recognized amongst India's Top 50 Best Companies to Work For™ 2023 by Great Place To Work® Institute. We are committed to transform the healthcare industry with our innovative revenue cycle management services. Our goal is to ‘make healthcare simpler’ and enable efficiency for healthcare systems, hospitals, and physician practices. With over 30,000 employees globally, we are about 14,000 strong in India with offices in Delhi NCR, Hyderabad, Bangalore, and Chennai. Our inclusive culture ensures that every employee feels valued, respected, and appreciated with a robust set of employee benefits and engagement activities.
Our mission is to be the one trusted partner to manage revenue, so providers and patients can focus on what matters most. Our priority is to always do what is best for our clients, patients, and each other. With our proven and scalable operating model, we complement a healthcare organization’s infrastructure, quickly driving sustainable improvements to net patient revenue and cash flows while reducing operating costs and enhancing the patient experience.
Position Summary
This role will be responsible for leading the India Deskside Operations function, ensuring delivery of high-quality end-user support services, operational excellence, asset lifecycle governance, and technology enablement for the business.
The individual will oversee day-to-day operations, lead strategic initiatives, drive continuous improvement, partner with business and technology stakeholders, and ensure a seamless end-user technology experience across all India locations. The role requires strong leadership, operational discipline, technical expertise, and the ability to manage large-scale enterprise technology environments through internal teams and managed service partners.
Key Responsibilities
Operational Leadership
- Lead and manage IT Deskside Operations across India, ensuring consistent and reliable support services to end users.
- Drive operational excellence through proactive service monitoring, analysis of performance metrics, and continuous process improvement.
- Ensure adherence to ITIL and IT Service Management (ITSM) best practices.
- Serve as the escalation point for critical incidents, service disruptions, and business-impacting technology issues.
- Hold teams accountable for service quality, operational discipline, project execution, and compliance with established standards.
Service Delivery & End User Experience
- Ensure delivery of exceptional end-user support and customer satisfaction across all supported business locations.
- Drive adoption and utilization of enterprise technologies through user engagement, training, and awareness programs.
- Identify opportunities to improve end-user productivity through automation, self-service, and process optimization.
- Collaborate with business stakeholders to understand technology needs and improve service offerings.
- Drive continual service improvement initiatives using operational metrics, feedback, and industry best practices.
Strategic Initiatives & Project Leadership
- Lead high-priority initiatives and large-scale IT projects in a fast-paced enterprise environment.
- Partner with global IT teams to execute enterprise technology deployments, migrations, upgrades, and transformation programs.
- Provide thought leadership in defining processes, procedures, and operational policies that improve efficiency and governance.
- Balance multiple priorities while ensuring timely delivery of business-critical initiatives.
Asset Lifecycle Management & Governance
- Own end-to-end IT asset lifecycle management including procurement, deployment, inventory management, recovery, refresh, redeployment, and disposal.
- Develop and maintain governance frameworks to ensure asset accuracy, compliance, and audit readiness.
- Drive technology refresh and hardware lifecycle programs to minimize end-of-life and end-of-support risks.
- Maintain accurate IT asset repositories and reporting capabilities to support business, financial, and operational decisions.
- Support internal and external audits and ensure compliance with corporate, regulatory, and security requirements.
Stakeholder & Vendor Management
- Manage relationships with Managed Service Providers (MSPs) and third-party vendors, ensuring contractual obligations and service levels are met.
- Collaborate with stakeholders across Legal, Finance, Procurement, HR, Facilities, and business leadership teams.
- Partner closely with Infrastructure, Security, Network, Voice, VDI, Cloud, and Application teams to deliver integrated technology services.
- Provide operational reviews and executive updates to senior leadership.
Required Skills & Competencies
Technical Expertise
- Strong experience managing enterprise End User Computing (EUC) and IT Operations environments.
- Hands-on experience with ServiceNow (SNOW) including Incident Management, Change Management, CMDB, Asset Management, Service Catalog, and reporting.
- Experience administering or managing teams supporting Microsoft SCCM (Configuration Manager) and Microsoft Intune for endpoint management.
- Strong understanding of Windows endpoint management, operating system deployment, software packaging, patch management, endpoint compliance, and device provisioning.
- Experience with Microsoft Endpoint Manager, Windows Autopilot, and modern device management methodologies.
- Working knowledge of Azure Active Directory (Entra ID), Active Directory, Group Policy, and Identity & Access Management concepts.
- Experience supporting Microsoft 365 technologies including Outlook, Teams, OneDrive, and SharePoint.
- Familiarity with Virtual Desktop Infrastructure (VDI) environments such as Citrix and VMware Horizon.
- Strong understanding of hardware asset management and software asset management practices.
- Knowledge of endpoint security technologies, encryption, vulnerability remediation, compliance, and device governance.
- Experience supporting and governing IMACD (Install, Move, Add, Change, Decommission) processes.
- Working knowledge of enterprise networking fundamentals including LAN, WAN, VPN, Wireless, DNS, and DHCP.
- Familiarity with reporting, dashboarding, and operational analytics to drive performance improvements.
Leadership & Business Skills
- Proven ability to lead large operational teams in a complex enterprise environment.
- Strong stakeholder management and executive presence.
- Demonstrated success managing geographically distributed support teams and managed service providers.
- Exceptional customer service orientation with a focus on business outcomes.
- Strong analytical and problem-solving skills.
- Ability to influence cross-functional teams and drive organizational change.
- Excellent verbal, written, and presentation skills.
- Ability to perform effectively under pressure while managing competing priorities.
Qualifications
- Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related field.
- 8-12 years of overall IT experience.
- 4-6 years of leadership experience within IT Operations, End User Computing, Deskside Support, or Infrastructure Operations.
- Demonstrated experience managing large-scale endpoint environments and enterprise technology operations.
- Experience leading teams of IT engineers, support analysts, and managed service partners.
- Proven experience managing complex operational and technology transformation initiatives.
- Experience engaging with senior business and executive stakeholders.
Preferred Qualifications
- ITIL Foundation or higher certification.
- Microsoft Certified: Endpoint Administrator Associate.
- Microsoft Azure Fundamentals (AZ-900) or equivalent certification.
- ServiceNow Administration or ITSM certification.
- Project Management certification (PMP, PRINCE2, Agile, or equivalent).
- Experience managing environments with 5,000+ endpoints and distributed operations across multiple locations.
Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.
Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits package. To learn more, visit: r1rcm.com
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