Arul Thakur

Leading healthcare IT operations manager with 12+ years building and scaling global support teams. Currently lead 22-person team managing 10 enterprise healthcare solutions with 99%+ uptime and consistent SLA overachievement across Oracle Cerner, Soarian, and critical infrastructure systems.

Proven track record: 40%+ reduction in ticket backlog, 35% improvement in incident resolution speed, and $200K+ in operational cost savings through process automation and team optimization. Expert in incident management, SLA governance, cross-functional collaboration with engineering teams, and scaling support operations for regulated healthcare environments (HIPAA-compliant).

Team Lead – Tier-3 Operations Support - Oracle Cerner Healthcare Solutions

(2021-05)

Built and led 22-member support team across Analytics, CareAware BMDI, Capacity Management, and 7 other enterprise healthcare solutions managing 10 Enterprise Solutions.

• Team Scaling & Leadership: Implemented structured mentoring programs resulting in 85% of team members advancing to senior roles.
• SLA Mastery: Achieved 98-100% SLA adherence for 24 consecutive months. Reduced critical incident response time by 35% through escalation workflow automation and on-call optimization.
• Operational Efficiency: Reduced average ticket backlog from 450 to 280 tickets (40% improvement) by implementing dynamic ticket distribution and priority-based routing. Decreased average ticket resolution time from 72 hours to 47 hours.
• Quality Assurance: Conducted monthly QA audits on 100+ closed tickets. Maintained 94%+ quality score and enforced SLA justification compliance, reducing SLA breaches by 60%.
• Cost Optimization: Identified and automated 15+ repetitive manual processes, saving $200K+ annually in operational overhead. Implemented RCA framework that reduced recurring incidents by 45%.
• Analytics & Reporting: Built Power BI dashboards tracking 25+ operational KPIs. Delivered weekly performance reviews to leadership with actionable insights, improving decision velocity by 50%.
• Clinical Impact: Ensured 99%+ uptime for critical patient-facing healthcare applications supporting 200+ hospitals. Zero compliance violations in HIPAA-regulated environments over 4+ years.
• AI Adoption & Support Process Transformation: Led adoption of Agentic AI-driven incident resolution framework across Tier-2 and Tier-3 teams, enabling automated triage, root cause analysis, and fix recommendations, resulting in ~30–40% reduction in MTTR and improved SLA adherence.
• Used Generative AI to enhance Agile ceremonies by generating user stories, acceptance criteria, and sprint insights, enabling faster planning and data-driven decision making.
• Integrated RAG-based AI capabilities into Agile workflows, enabling faster defect triage, data-driven root cause analysis, and improved sprint delivery/ticket fixes or resolution through intelligent resolution suggestions.

Senior System Engineer - Cerner Healthcare Solutions India Pvt Ltd

(2015-02 - 2021-05)

• Medical Device Integration: Resolved complex device connectivity issues for 50+ medical device types (monitors, infusion pumps, ventilators). Troubleshot CareAware iBus, BMDI, VitalsLink, and Fetalink integration failures, restoring critical data flows within SLA 98% of the time.
• Database Expertise: Managed MySQL replication troubleshooting and Oracle database issue resolution for enterprise healthcare systems. Reduced database-related incidents by 50% through proactive monitoring and tuning.
• Production Support Excellence: Achieved 96% SLA compliance across 300+ monthly incidents. Completed RCA for 100+ complex incidents; 80% of recommendations were implemented by engineering, preventing 60+ future incidents.
• Engineering Collaboration: Partnered with Cerner engineering teams to resolve driver defects and design healthcare-grade solutions. Contributed to 8+ product patches, improving reliability for 15,000+ end users.

System Engineer - Siemens Technology and Services Pvt Ltd

(2012-11 - 2015-02)

• Healthcare Application Support: Managed production support for Siemens Soarian Clinical, InVision, and OPENLink systems. Resolved 95%+ of incidents within SLA through methodical troubleshooting and root cause analysis.
• Infrastructure Monitoring: Implemented proactive system monitoring reducing mean time to detect (MTTD) by 40%. Prevented 30+ critical outages through early intervention.
• RCA Leadership: Conducted root cause analysis for recurring incidents; 70% success rate in implementation prevented recurrence.

B.Tech - Electronics & Telecommunication Engineering - Vignan Institute of Technology and Management (2012)