Technical Support Manager

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Job Description

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.

Qualifications

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, Firewal