Ketan Kanojia

Company Overview: Altera Digital Health provides innovative EHR solutions to enhance patient care, streamline healthcare operations, and improve clinical outcomes.

• Managed a diverse team of 60+ analysts across Windows, Networking, Database, NOC, Citrix, Application, and Linux, ensuring efficient hosting operations and seamless service delivery.
• Build a strong leadership pipeline by mentoring and developing team leads, equipping them with the skills to drive performance and operational excellence.
• Lead incident and problem management, focusing on crisis resolution to minimize downtime and maintain a stable client environment.
• Establish and optimize workflows and processes to improve operational efficiency, service delivery, and alignment with organizational objectives
• Collaborate with senior leadership and cross-functional teams to develop strategic initiatives, ensuring alignment with long-term business goals
• Drive resource planning, capacity management, and risk mitigation strategies to support hosting operations and ensure SLA adherence
• Strengthen client relationships by resolving escalations, anticipating needs, and proactively driving service improvements.
• Spearhead team development initiatives by setting KPIs, implementing performance plans, and mentoring team leads, fostering a high-performing and engaged workforce.
• Establish clear performance expectations, develop structured growth plans, and foster a results-driven team culture.
• Monitor and analyze operational metrics, presenting actionable insights to leadership to drive continuous improvement and innovation

Allscripts is a leading provider of integrated healthcare solutions, offering EHR, analytics, and clinical software to drive improved patient outcomes and operational efficiency across healthcare organizations

• Built and scaled high-performing teams, implementing ITIL-aligned workflows and governance models to enhance operational standards
• Pioneered initiatives to improve team readiness, including customized training programs and robust quality assurance processes
• Oversaw complex service delivery operations, emphasizing proactive problem management and client-centric solutions
• Designed resource optimization strategies, balancing capacity planning and operational efficiency to meet and exceed SLA targets
• Played a key role in organizational strategy by aligning team priorities with broader business objectives and performance metrics
• Promoted a continuous improvement culture by fostering cross-functional collaboration and leveraging feedback loops to drive service enhancements
• Empowered team leaders through targeted mentorship and leadership development programs, preparing them for future organizational challenges

• Resolved application and interface issues for Allscripts EHR clients, optimized workflows, and collaborated with development teams on enhancements
• Administered HL7 interface engines using SQL, ensuring seamless operations and data integrity
• Analyzed client feedback to implement corrective actions and improve service delivery
• Managed escalations and crisis scenarios, ensuring business continuity and operational stability
• Designed dashboards and reports for performance monitoring, enabling data-driven decisions
• Led team training and skill enhancement programs, fostering a high-performing team
• Built strong relationships with clients and stakeholders, driving trust and business growth

• Technical assistance to end users who are using company's products
• As Subject Matter Expert for supporting peers and new
• Working with a variable team size from 10 to 15 advisors
• Providing real time support to ensure maximum output in terms of quality and commercials
• RTA (Real Time Adherence) management to ensure Service Levels are met