Associate Command Center Engineer

Stryker, including its recent acquisition Vocera, is seeking a dynamic Associate Command Center Engineer with a CloudOps focus to join our team in Bengaluru, India. This role is instrumental in maintaining the operational health and performance of our cutting-edge SaaS and on-premise solutions, primarily within hospital environments. You will be a key player in a 24x7 Command Center, ensuring exceptional service delivery by meticulously monitoring, managing, and responding to operational alerts and incidents. This hybrid position offers flexibility, allowing you to work either from our Bengaluru office or remotely.

Key Responsibilities:

• Proactively monitor and manage system alerts, incidents, and performance metrics around the clock, ensuring swift resolution and appropriate escalation.
• Act as the primary point of contact for operational issues and alerts, fostering clear and effective communication with all stakeholders.
• Collaborate with internal teams and third-party vendors to troubleshoot and resolve escalated customer issues.
• Review and contribute to product documentation for accuracy prior to new releases.
• Develop, maintain, and optimize troubleshooting runbooks and knowledge base articles for both internal and external audiences.
• Conduct formal and informal training sessions for colleagues, customers, and partners.
• Create and implement tools, scripts, and programs to enhance customer support quality.
• Lead incident response efforts, including conducting thorough root cause analysis and documenting findings to refine future strategies.
• Partner with IT teams to ensure optimal system performance and proactively identify potential issues.
• Maintain comprehensive logs of all incidents and responses, providing regular reports and updates to management.

Ideal Candidate Profile:

• Detail-oriented individuals with a passion for process improvement, critical thinking, and identifying opportunities for simplification, standardization, and automation.
• Self-directed and proactive individuals who take ownership of their work and drive productivity and outcomes.
• Analytical problem solvers who go beyond immediate fixes to identify root causes, evaluate solutions, and recommend comprehensive improvements.

Qualifications and Skills:

• Bachelor's degree in Computer Science or a related technical field.
• Minimum of 2 years of experience in a command center, operations center, or similar environment, ideally within Healthcare IT.
• Proven knowledge of ITIL best practices and command center operations, with a focus on Healthcare IT.
• Proficiency in Python and Bash scripting for automation.
• Hands-on experience with essential monitoring tools such as Zabbix, Datadog, PagerDuty, and CloudWatch.
• Strong experience with ticketing systems like ServiceNow and Salesforce for incident and request management.
• Exceptional problem-solving abilities and strong communication and team collaboration skills, with the ability to perform under pressure.
• Availability to work flexible shifts, including nights, weekends, and holidays.