About the role As a Service Delivery Engineer at Annalise.ai , you are responsible for ensuring that our clients, partners, and internal teams receive the best implementation and support experience for the use and integration of Annalise Enterprise solutions. This position will provide onsite and remote installation and configuration activities plus remote support, troubleshooting and issue resolution. You will play a key role in delivering great customer experiences through a successful implementation and followed up with responsive support that enables customers to maximise the use of the Annalise Enterprise solutions. Through joining our exciting, agile and fast-growing organisation - you will be given the autonomy and rare opportunity to truly make your mark on our services evolution and help us establish ourselves globally with a strong client base. In doing so, you will play a vital role in helping us achieve our goal of scaling medical AI globally to improve patient outcomes and make a positive impact for the world. While you will be based in India, you may occasionally be asked to travel to the Chennai office or travel to customer sites. What youll do: Implement all Annalise Enterprise solutions as part of the project managed implementation team. This includes software installation, configuration, and system testing. Communicate and liaise with the customer and internal teams for detailing project requirements. Plan and train customer staff in the support of the Annalise Enterprise solutions Remotely build, configure, and manage Ubuntu Linux enterprise systems Work with various healthcare industry vendor partners to create and maintain integrations required for our customer base Maintain and assist managing test environments for problem replication Deliver effective and high-quality technical support (Level 2 and 3) to our growing customer base, delivering solutions to both technical and non-technical end users. Provide remote support, troubleshooting, and issue resolution for annalise.ai customers and the annalise.ai sales team to facilitate the successful use of the Annalise Enterprise solutions. Troubleshoot and diagnose customer issues using a variety of resources, including documentation, knowledgebase articles, known issues list, and the wider technical teams via email/phone/chat. Own and manage customer cases and customer expectations effectively and professionally. Communicate clearly and precisely with customers to determine expectations for resolutions and provide workarounds to product defects. Independently deliver great customer experiences by providing responsive support to difficult technical projects or tasks/issues without supervision which enables customers to maximise their use of the Annalise Enterprise solutions. Maintain close communication with customers regarding ongoing support tasks and resolving escalated customer complaints without the need for team lead intervention Manage escalation to Level 4 support when required by taking ownership of technical issues and working with our development group to resolve more advanced issues when necessary. Document troubleshooting and problem resolution steps including root cause analysis Act as technical expert within the region: work cross-functionally within the organisation, assisting sales and pre-sales with proposals, and preparing equipment for trade shows and client demonstrations Ensure all work is clearly documented in line with organisational policies and regulatory guidelines in a timely manner Work effectively with colleagues and customers by practicing punctuality, respect for deadlines, collaborative problem solving, and honest communication. Build trusting relationships by acting with integrity, courtesy, and responsibility, even in the face of stress or demanding workplace conditions. Maintain proficiency as needed and approved by attending trainings, reading job-related materials, and meeting with others in area of responsibility. Drive continuous improvement of current delivery and support framework, systems and processes Adhere to all HIPAA, PHI, ISO and all appropriate regulatory guidelines. Must Have Computer science degree or similar discipline, 5+ years of service experience in healthcare informatics and/or medical imaging informatics technologies Experience and/or knowledge of case management (Salesforce Service Cloud, Jira) and knowledge base tools (Confluence, SharePoint), Familiarity with systems such as AWS and VMWare (certifications preferable), Previous experience in roles such as System Admin or Infrastructure Engineer, Experience with installing and maintaining Linux operating systems, Experience with configuration and scripting (bash or python), Knowledge of DNS, TCP/IP and other networking concepts, Experience with healthcare information protocols, standards, and systems, (e.g., HL7, DICOM, PACS, EHR, and RIS), to ensure a win-win environment with Annalise.ai s partners and customers, and Willingness to travelling up to 25% of the year. Results driven and dedicated to delivering outstanding work. Manage own time, be self-motivated, with a high level of self-discipline, patience, flexibility and attention to detail Willingness to learn new technologies with an eagerness to constantly improve your technical skills, Excellent verbal and written communication skills ( as you will collaborate with the teams across the globe) Ability to work in challenging international, multinational, cross functionally and cross-cultural teams Nice to have (but not essential): Experience with healthcare workflow engines (e.g., Nextgen Connect) Experience with containerisation platforms (e.g., Docker, Kubernetes) Strong customer engagement and relationship building skills Demonstrated strong organisational, analytical, and decision-making skills Ability to work on multiple concurrent tasks/activities and meet customer expectations Able to work independently, with a self-starter attitude, and as part of a wider team

About Your Role This position coordinates and is responsible for the planning, implementation and monitoring of projects in the delivery of our Radiology AI solutions and selected internal organisational development. As a Project Manager you are recognised as an expert in your field having implemented Health Informatics programs previously. You will be required to work closely and engage with consultants, external agencies and all relevant stakeholders as required to ensure positive project outcomes with the support of senior Professional Service staff, including the Director of Professional Services. You will support and help implement the Professional Services strategic directions and plans. Based on your broad knowledge of IT systems & services, you will have a central role working with the Customer Success and Dev Ops teams. You will also support our sales team in implementation of any trial and pilot projects at customer locations remotely. You will be a dynamic individual who is able to operate at various levels and in various roles to enable the business to achieve its objectives, particularly during periods of growth. Key Responsibilities Project Management: Responsible for the planning, implementation and monitoring of AI solutions to customer sites Collaborates closely with customer IT departments on the design and implementation of AI solutions to Hospital IT systems including RIS and PACS Performs risk assessments, manage project budgets and develop project plans tailored to customer needs Undertakes project planning, sets project milestones and is the main interface with customers throughout from initial implementation through to patching and upgrades Conducts reviews with all stakeholders, internal and external, to communicate updates across all projects Manages risks and customer issues, ensuring the project stays on schedule and within budget Oversees the delivery and management of trial and pilot projects working in consultation with other key internal stakeholders Program Management: Part of the PMO team and is expected to contribute to the achievement of organisational growth and development Works collaboratively with other teams and stakeholders to achieve objectives Supports as directed the execution of Annalise s strategic plans to enable sustainable and stable organisational growth. Leads and/or coordinates - as directed - internal development projects, reviews and reports on designated projects Providing creative and effective solutions to complex problems and issues. Supports the management of detailed action and risk management plans to ensure that objectives are met within Annalise s accountability framework and timelines. Operates within Annalise s Corporate Governance Framework, policies and procedures and ensures effective transparency and accountability of all program activity. Minimum Qualifications | Aptitudes | Experience 5+ years Project Management experience and proven track record in the installation and delivery of Healthcare Informatics projects Experience with healthcare information protocols, standards and systems, including IHE, HL7, DICOM, PACS, EHR, and RIS Knowledge and experience of project management, including within a health service setting. Experience in leading organisational change and business improvement a benefit Exceptional stakeholder management abilities Highly developed communication, negotiation and interpersonal skills. Demonstrated conceptual, analytical and problem-solving skills. Preferred Qualifications | Aptitudes | Experience Preferably Certified Project Manager; PMP, PRINCE2 or equivalent Customer Obsessed - the customer is at the heart of your work, Strong ability to communicate project information to all organisational levels, Strong written and verbal communications skills, Able to work as part of a wider team and facilitate team outcomes, including remotely, Able to work remotely and independently with minimal direction, and Understanding of cloud technologies and costing of cloud solutions.