Job Function:
Customer Management
Job Sub Function:
Technical Field Service
Job Category:
Professional
All Job Posting Locations:
Santa Clara, California, United States of America
Job Description:
Position Summary
We are seeking a globally experienced Senior Technical Manager to lead the development and execution of a Connected Platform Operations capability supporting the OTTAVA install base. This role will establish and scale a global Software Deployment and Monitoring Center of Excellence (CoE), ensuring performance, reliability, cybersecurity, and continuous improvement of a connected surgical robotics platform.
This leader will drive the transition from reactive service to proactive, data-driven platform ownership at scale, leveraging IoT, cloud, DevOps, and AI/ML-enabled monitoring. The role operates across global regions and partners closely with R26D, Service, Quality, Regulatory, and Cybersecurity teams to deliver a world-class connected platform experience.
Key Responsibilities:
Global Platform Operations Leadership
- Build and scale a global operating model to run, maintain, monitor, and continuously improve the OTTAVA platform.
- Own platform health, performance, reliability, and scalability across regions.
- Define KPIs including uptime, deployment success, system performance, and remote resolution rates.
-Collaborate with hospital IT teams to integrate medical devices and systems into existing network infrastructure.
-Configure network settings (IP, VLAN,firewallrules, etc.) to ensure secure and reliable connectivity.
-Support HL7, DICOM, and other healthcare data standards for interoperability.
-Work closely withHospital IT administration, network engineering,biomedical engineering, clinical informatics, and vendor teams to coordinate device deployments.
-Maintain detailed documentation of network configurations, device mappings, and support procedures.
Software Deployment Center of Excellence(CoE)
- Establish and lead a global CoE for software deployment, release management, and change control.
- Define standardized deployment processes, governance, and validation frameworks.
- Ensure safe, compliant, and efficient deployment across the installed base.
Monitoring, IoT 26 Remote Diagnostics
- Implement real-time monitoring and observability frameworks leveraging IoT and telemetry.
- Drive predictive diagnostics using AI/ML to proactively detect and resolve issues.
- Establish 24/7 global monitoring operations with follow-the-sun coverage.
-Monitor network performance and device connectivity usingtoolsandonlinedashboards.
-Recommend improvements to enhance system reliability and reduce downtimeacross an installed base.
DevOps, Automation 26 Cloud Operations
- Lead DevOps practices including CI/CD pipelines and automation.
- Standardize tools and improve operational efficiency through automation.
- Diagnose and resolve connectivity issues between medical devices and hospital systems (e.g., EMRs, PACS).
- Provide remote and on-site technical support for network-related problems affecting clinical workflows
Data-Driven Insights
- Develop dashboards and analytics to drive real-time operational decisions.
- Link platform performance to service and business KPIs.
Cross-Functional Leadership
- Collaborate with global stakeholders across engineering, service, and commercial teams.
- Align platform operations with product and service strategies.
Cybersecurity 26 Compliance
- Ensure secure deployment and operations aligned with regulatory standards.
- Manage vulnerabilities, patching, and risk mitigation.
- Ensure all connected medical technologiescomply withhospital cybersecurity policies and HIPAA regulations.
- Review IT Security Assessments and MDS2 documentationas part of device preparation and deployment activities.
Required Qualifications
- 8+ years of experience in software engineering, Information Technology(IT), Computer Science, Biomedical Engineering, platform operations, or connected systems.
- Experience leading global platform or IoT operations at scale.
- Experience inhealthcareIT, networking, or medical device integration.
- Strong knowledge of TCP/IP, DNS, DHCP, VLANs, firewalls, and wireless networking.
- Familiarity with healthcare data standards (HL7, DICOM) and EMR systems.
- Experience with networkmonitoringtoolsand troubleshooting utilities.
- Experience with troubleshooting and resolving TLS handshake issues.
- Strong expertise in cloud (AWS), DevOps, monitoring, and automation.
- Proven ability to manage large, global, cross-functional teams.
- Experience in software release management and deployment governance.
- Strong communication and executive stakeholder engagement skills.
Preferred Qualifications
- Experience in connected medical devices and preferably robotics platforms.
- Knowledge of regulated environments (FDA, MDR).
- Experience building Centers of Excellence.
- Background in AI/ML or predictive analytics.
- Cisco Certified Network Associate (CCNA) or equivalent.
- CompTIA Network+ or Security+.
- Certified Biomedical Equipment Technician (CBET) 6 a plus.
Leadership Competencies
- Strategic and execution-focused leadership
- Global mindset and cultural agility
- Data-driven decision making
- Strong collaboration and influence skills
- Customer- and patient-centric approach
Success Measures
- Global platform operations model established
- High uptime and reliability achieved
- Successful deployment CoE operationalized
- Increased remote resolution and reduced downtime
- Scalable and efficient global operations capability
Required Skills:
Preferred Skills:
Analytics Insights, Budget Management, Consulting, Customer Service, Customer Support, Customer Support Operations, Customer Support Trends, Empowering People, Organizing, Product Lifecycle Management (PLM), Project Management, Project Management Office (PMO), Quality Assurance (QA), Resource Planning, Service Request Management, Technical Credibility, Technical Writing
The anticipated base pay range for this position is :
The anticipated base pay range for this position is $122,000 - $212,750. If based out of the Bay Area, CA., the anticipated base pay range for this position $142,000 to $244,950.
Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. Subject to the terms of their respective plans, employees are eligible to participate in the Company27s consolidated retirement plan (pension) and savings plan (401(k)). Subject to the terms of their respective policies and date of hire, Employees are eligible for the following time off benefits: Vacation 120 hours per calendar year Sick time - 40 hours per calendar year; for employees who reside in the State of Washington 56 hours per calendar year Holiday pay, including Floating Holidays 13 days per calendar year Work, Personal and Family Time - up to 40 hours per calendar year Parental Leave 480 hours within one year of the birth/adoption/foster care of a child Condolence Leave 30 days for an immediate family member: 5 days for an extended family member Caregiver Leave 10 days Volunteer Leave 4 days Military Spouse Time-Off 80 hours Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits
