Primary Function of Position:

As a Technical Support Manager, the individual will oversee a tier 2 networking and digital support team. This role will work closely with senior management across the organization to implement programs and align with corporate initiatives.

Roles and Responsibilities:

• Manage a highly functioning remote team of Tier 2 network operation and digital support staff
• Support growth towards a 24x7 follow-the-sun network service
• Responsible for relationship with and escalation to engineering and development teams and customers
• Familiar with cybersecurity best practices and ability to maintain a vigilance in monitoring cyber threats and vulnerabilities relative to our product exposures
• Create necessary service support documentation
• Effectively communicate our network design, network services and cyber controls to hospital IT and C level administrators
• Work closely with various engineering/support teams to provide requirements and drive enhancements to our products network features/services and capabilities; align with customer requirements and federal/state mandates
• Able to effectively understand and provide feedback in customer’s contracts or legal agreements relative to our products networking, cybersecurity, development designs and data flow
• Develop and maintain a solid understanding of our on da Vinci, Ion and Digital products and services and Intuitive Surgical’s policies, processes, and procedures.
• Create and maintain procedural documentation, such standard or department operating procedures and department work instructions.
• Drive key matrices to support corporate/departmental goals.
• Support ad-hoc projects as assigned by management.
• Development and implementation of KPIs on team and product performance.

Skill/Job Requirements:

• Minimum bachelor's degree in computer science, Engineering, or related discipline; minimum 10+ years equivalent experience acceptable with 6 + years’ experience working in network support center environment, preferably in the medical device industry.
• CCNA, Global Information Assurance, Information Systems Audit and Control Association, CompTIA Security+, Certified Information Security Manager, and CISSP certifications are desirable.

Ideally, the Candidate must have skills in managing a remote team and medium to large projects in a complex, cross functional and global environment:

• Understand various aspects of cybersecurity and network vulnerabilities
• Ability to work with cross functional groups to drive strategic changes or directives, developing policies and monitoring FDA / legal compliance
• Familiar with networking Medical devices and FDA, HIPAA, NIST, HITRUST, ISO 27001, and GDPR networking guidance
• In-depth knowledge of core IT technologies and processes (e.g., network systems, operating systems, databases, access controls, change control processes, application and system development, IT operations, incident response, monitoring, and asset management)
• Ability to manage a highly effective network support team
• Knowledge of network operations, configuration and troubleshooting TCP/IP, HTTPS, Router skills, VLANs, VPN technology, Firewall skills and NAT/PAT address translation.
• Familiar with Microsoft’s System Center Configuration Manager (SCCM) and Microsoft Azure cloud or similar framework
• Familiar with 802.11 technologies and PKI (public key infrastructure) and some experience in supporting the technology
• Ability to handle a wide variety of demanding and complex issues.
• Learn quickly, self-manage workload, and handle rapidly changing priorities effectively as a part of a team. Thoroughness in completing tasks is imperative.
• Capable of working within a Global Support Team in a wide range of time zones.
• Great customer facing skills with the ability to discuss issues with a wide range of audiences – from tactical technical resources to CTO/CIO level
• Must have excellent written and verbal English communication skills to communicate with a Global audience.  *Additional language verbal communication skills are a plus.
• Travel and flexible work schedule required

Preferred Skills:

• Medical Imaging experience
• Clinical degree, certification, or equivalent experience (RN, RT, MT etc.)
• Scrum Master certification or Project Management Professional (PMP)
• Working knowledge of clinical workflow in surgical procedures

Additional Notes and Physical Requirements:

• Able to lift 50 pounds
• Comfortable working a flexible dynamic schedule

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target salary ranges are listed.