Manager, Technology - Virtual Care Services

Entity: Aga Khan University Hospital

Department: Tele Health

Location: Karachi, Pakistan

Introduction to the Aga Khan University:

The Aga Khan University Hospital is a not-for-profit healthcare institute that offers all medical services to its patients under one roof. In addition to the tertiary care hospital in Karachi, AKUH has a network of 4 secondary care hospitals, 30+ Medical Centers, and over 290+ Clinical Laboratories, 30+ Pharmacies in over 120+ cities across Pakistan. It also offers Home Healthcare Services and home deliveries of medicines. The Hospital provides Zakat for those patients who are eligible, and the health system offers generous Patient Welfare to support those in financial need. In recognition of its high quality and patient safety, the AKUH is accredited by the Joint Commission International (JCI) as an Academic Medical Centre, and its Clinical Laboratories are accredited by the College of American Pathologists (CAP) for fast and accurate testing.

As an equal opportunity employer, AKU believes in promoting a diverse and inclusive culture and is committed to adopting appropriate standards for safeguarding and promoting a respectful relationship with and between diverse workforce of its faculty, staff, trainees, volunteers, beneficiaries, wider communities, and other stakeholders with whom it works, including children and vulnerable adults and expects all employees/trainees and partners to share this commitment.

Key Responsibilities:

This position is responsible for overseeing the daily technical maintenance, operational uptime, and system performance of the virtual care platform. This role ensures the continuous, stable, and compliant delivery of virtual health services by coordinating closely with the internal virtual care team and the central IT infrastructure department.

1. Technology Maintenance & System Uptime:

Platform Maintenance: Get Consultant, IT and relevant department's help to maintain and optimize the existing robust technology architecture (both infrastructure and software) supporting the virtual care platform.
System Availability: Enable the established architecture and system to have 24/7 availability to guarantee continuous, uninterrupted service delivery.
Infrastructure Fulfillment: Actively leverage and coordinate with the main IT department to secure technical support, resources, and approvals needed to fulfill all virtual care IT infrastructure requirements.
Performance Maintenance: Monitor and maintain the daily performance of the core virtual care system and its integrated AI modules to ensure platform stability during operational hours.

2. Compliance, Security & IT Governance:

AKUH IT Alignment: Coordinate seamlessly with the AKUH IT Infrastructure and IT Security teams, ensuring the virtual care platform remains in full compliance with established hospital network, data privacy, and security protocols.
SOP Compliance: Implement and uphold Technology SOPs, disaster recovery guidelines, and technical escalation processes that align tightly with existing AKUH IT corporate frameworks.

3. Business Operational Support:

Workflow Implementation: Work with internal business teams to implement and document established technical workflows, ensuring smooth platform operations.
Operational Alignment: Assist the division leadership in aligning daily technology maintenance activities with the virtual care division’s immediate operational goals.

4. Vendor & Staff Technical Support:

Vendor SLA Tracking: Coordinate with external technology vendors and software providers to ensure they provide necessary support and perform according to established operational needs.
Team Technical Training: Coordinate across all Virtual Care internal staff to deliver required training on technology systems, platform updates, and technical protocols.

Requirements:

Master’s degree in Engineering, Information Technology, Computer Science, or a related field.
Minimum 7 years of progressive technology management or systems administration experience.
Dedicated experience working within a Healthcare IT environment, with a strong understanding of hospital information systems and healthcare IT solutions.
Solid working knowledge of medical wearables, remote patient monitoring (RPM) setups, and their associated technical troubleshooting.
Proven track record in coordinating with IT infrastructure teams, resolving technical bottlenecks, and handling vendor technical support groups.

Only shortlisted candidates will be contacted.

Comprehensive employment reference checks will be conducted.