VIKAS KM

3M 360 Encompass Platform | Solventum

• Provide L2/L3 production support for 3M 360 Encompass, a cloud-based NLP-driven medical coding and CDI platform integrated with Epic and Cerner EHRs, supporting Revenue Cycle Management workflows.
• Monitor and maintain 99.9% application uptime across a multi-tier architecture (Web, Application, Interface, Report, Database servers) using Nagios, internal dashboards, and proactive alerting mechanisms.
• Support and troubleshoot real-time HL7 interfaces (ADT, ORU, DFT) enabling automated ICD, CPT, and DRG coding, ensuring accurate and timely clinical data exchange.
• Configure, monitor, and validate interface workflows in hosted environments using Connexion, handling patient demographics, clinical documentation, and coding feedback loops.
• Own and resolve escalated production incidents via Oracle CX, performing root cause analysis (RCA) and coordinating with DBA, Development, Infrastructure, and Implementation teams to minimize downtime.
• Perform application log analysis, database validation, and interface message tracing to identify and resolve complex integration and performance issues.
• Ensure HIPAA compliance and audit readiness through proactive monitoring, issue remediation, and adherence to healthcare security standards.
• Partner with Health Check and Monitoring teams to configure alerts and optimize workflows, contributing to reduced incident recurrence and improved customer satisfaction.

• Played a key role in a large-scale migration from on-premise dispatch systems to a hosted/cloud environment, ensuring zero data loss and minimal client disruption.
• Designed and validated secure data flow interfaces for delivering transcribed medical reports in HL7, RTF, and custom formats, improving turnaround time and reducing manual intervention.
• Supported UAT, go-live, and post-migration stabilization, proactively addressing integration issues and client-specific customizations.

• Provided production support for DocqLink, eLink, and Dispatch Server, mission-critical healthcare applications supporting transcription and document management workflows.
• Monitored applications hosted on client-managed infrastructure, ensuring SLA adherence, incident prioritization, and timely resolution.
• Acted as an escalation point for L1 teams, mentoring junior engineers and resolving complex, recurring production issues.
• Supported Fluency for Transcription (FFT) Editor, troubleshooting authentication, access, workflow, and performance issues for transcriptionists and editors.
• Demonstrated strong expertise in Incident Management, Problem Management, Change Coordination, and customer communication, resulting in reduced escalations and improved service quality.

• Conducted daily health and availability checks for critical healthcare applications and production servers to ensure 100% uptime and uninterrupted hospital operations.
• Actively contributed to a cloud migration initiative, supporting the transition of on-premise infrastructure to Microsoft Azure, ensuring minimal disruption and successful cutover.
• Performed post-patching sanity validations for production systems after Windows and security updates to verify application stability and functionality.
• Managed end-user incidents and service requests through ServiceNow, resolving issues efficiently while performing root cause analysis for recurring or critical problems.
• Maintained close oversight of Service Level Agreements (SLAs) and implemented incident prioritization and escalation procedures to reduce MTTR (Mean Time to Resolve).
• Coordinated with external vendors and internal stakeholders to address dependencies and ensure seamless third-party support and collaboration.
• Monitored and managed risk and compliance metrics related to application performance and infrastructure changes, ensuring alignment with ITIL best practices.
• Provided remote infrastructure support to clinical and administrative users, including printer support via Fuji Print, improving hospital workflow efficiency.Tools: ServiceNow, Fuji print