Technical Support Engineer, CloudOps

Work Flexibility: Hybrid or Onsite

Job Description

Stryker seeks a dedicated Technical Support Engineer, Cloud Ops, to monitor Vocera solutions in hospitals. We seek a dedicated and proactive 24x7 Command Center Operations Specialist to join our dynamic team. This role is vital for overseeing the operational health and performance of our SaaS/On-prem offerings, ensuring exceptional service delivery. The ideal candidate will have extensive experience with cloud operations, This role is critical in monitoring, managing, and responding to operational alerts/incidents and ensuring the continuity of services across our organization. You will report to the Manager, of Command Center Operations.  We are primarily looking for talent who can work from our offices in Bengaluru, India

Key Responsibilities:

• Monitor and manage system alerts, incidents, and performance metrics 24/7, ensuring timely resolution and escalation as necessary.
• Serve as the first point of contact for operational issues/alerts, ensuring effective communication with internal and external stakeholders.
• Lead customer communication, assuring timely status updates and case resolution
• Lead to collaboration efforts between the company and third parties to troubleshoot and resolve escalated customer issues
• Report product defects and enhancement requests
• Review and collaborate on product documentation for accuracy prior to new releases
• Design and maintain troubleshooting runbooks
• Author and review knowledge base articles for internal and external use
• Provide formal and informal training to co-workers, customers, and partners
• Develop tools, scripts and programs to improve the quality of our customer support
• Coordinate incident response efforts, conducting root cause analysis and documenting findings to improve future response strategies.
• Collaborate with IT teams to ensure systems are operating optimally and to identify potential issues before they escalate.
• Maintain detailed logs of incidents and responses, providing regular reports and updates to management.

Who We Want

• Detail-oriented process improvers. Critical thinkers who naturally see opportunities to develop and optimize work processes – finding ways to simplify, standardize and automate.
• Self-directed imitators. People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.
• Analytical problem solvers. People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.

What You Will Need

• Bachelor’s degree in computer science or related field of study or 6+ years additional relevant work experience
• Flexibility to work in shifts, including nights, weekends, and holidays.
•  4+ years of experience in a command center, or similar environment preferably in Healthcare IT 
• ITIL certification or similar incident management framework experience.
• Experience with cloud platforms and services (e.g., AWS, Azure,VMware).
• Knowledge of scripting languages (e.g., Python, Bash) for automation tasks.
• Good experience in ticketing tools like Servicenow, Salesforce is required.
• Strong understanding of IT infrastructure Monitoring, networking concepts, and incident management processes.
• Proficiency in monitoring tools and technologies (Zabbix,Datadog, Prometheus, CloudWatch,Nagios,Loginsight,SolarWinds).
• Excellent problem-solving skills and the ability to work under pressure.
• Strong communication and interpersonal skills, with the ability to work collaboratively in a team environment.
• MS Windows or Red Hat Enterprise Linux (RHEL) system administration knowledge