Track Lead

Job Summary

To assign and track tickets and change requests for service delivery.

Cloud Systems Engineer:

Omnicell has a dynamic opportunity for a Cloud Systems Engineer who will work as part of a team responsible for supporting Omnicell Cloud Platform product infrastructure. You will be the technical infrastructure expert for Omnicell Cloud based products and the underlying technologies that our customers depend on. You will recommend, install, configure, troubleshoot and support Omnicell products as necessary, to meet the needs of your colleagues as well as healthcare customers. The Cloud Systems Engineer ensures that Omnicell product architecture performs as designed and works in harmony with the hospital environment and on-prem devices.

Responsibilities:

Omnicell Cloud Platform subject matter expert supporting the onboarding, installation, upgrades and configurations of Omnicell systems for customers.
Resolve technical issues escalated by customers or internal channels as part of ongoing Omnicell Cloud Platform support.
Networking and Security expert bridging the gap between Omnicell Cloud Platform and on premise / IoT devices.
Engage in swarming support models with the ability to participate in rotational on-call schedule.
Interlock with Omnicell Engineering teams ensuring knowledge transfer to minimize internal escalations.
Attend project calls as needed with hospital clients and co-workers to act as a technical expert for Omnicell Cloud Platform based products and technologies.
Author technical and process documentation as needed on Omnicell Cloud Platform. This may include creating or modifying knowledge bases, diagrams, technical manuals and checklists.
Pro-actively provide feedback to internal departments on technical processes, procedures and recommendations for future product and deployment enhancements.

Required Knowledge and Skills:

Strong understanding and troubleshooting capabilities of Cloud and enterprise IT technologies, including:
Cloud orchestration services, Kafka, Kubernetes, etc.
Cloud concepts Compute, Network, Storage
Micro-services based architecture and support procedures
Software Development concepts with common scripting languages
Enterprise server and software architecture
SAN/NAS storage
Networking TCP/IP, LAN, WAN, Internet/Intranet technologies.
Virtualization technologies and deployment procedures
Windows security and system patch management
VPN, security hardware and applications
Windows OS, MSMQ, SQL Server, SSL/TLS
Possess ability to manage internal and external customer engagements independently.
Must be comfortable speaking to customers and performing presentations with short notice and sometimes under less than optimal circumstances.
Demonstrated strong customer service and excellent verbal and written communication skills.
Capability to independently research and formulate solutions to technical problems.
Possess strong knowledge of general business applications such as MS Office, Slack, JIRA, etc.

Basic Qualifications:

BS in Computer Science, Information Systems or related technical field, or equivalent industry experience
A minimum of 5 years’ systems engineering experience within a technology, systems, or medical device company.
A minimum of 3 years’ experience directly supporting Cloud / aaS platforms and architecture in a software or systems engineering role

Preferred Qualifications:

Industry networking, security, cloud certification (Cisco Certified, CompTIA, Azure Cloud)
Healthcare industry experience

Work Conditions:

Remote

Key Responsibilities

1. To monitor and track tickets/change requests and manage SLAs.

2. To work towards continuous improvement and perform root cause analysis on an ongoing basis.

3. To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations

4. To develop and guide the team members in enhancing their technical capabilities and increasing productivity

Skill Requirements

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Other Requirements

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