Operational Technology Support Engineer II
Smith & Nephew · Kuala Lumpur
Operational Technology Support Engineer II
Life Unlimited. At Smith+Nephew we craft and manufacture technology that takes the limits off living.
Provides advanced technical support and continuous improvement for Operational Technology (OT) systems supporting global manufacturing operations. Serves as the SME for OT platforms, drives system reliability, compliance, incident resolution, and process improvements, while ensuring adherence to quality, cybersecurity, data integrity, and regulatory requirements (FDA, GxP, GDP).
What will you be doing?
Advanced OT System Support and Administration
- Provide technical support and administration for OT systems, Tulip applications, eDHR solutions, and manufacturing technologies.
- Troubleshoot complex issues, manage critical escalations, and improve system reliability and performance.
Incident, Problem, and Root Cause Management
- Lead major incident investigations and coordinate resolution across cross-functional teams.
- Conduct root cause analysis, drive CAPA activities, and implement long-term solutions to reduce operational risks and recurring issues.
OT Projects and System Enhancements
- Support OT system deployments, upgrades, integrations, validation activities, and infrastructure improvements.
- Contribute to the design, implementation, and standardization of manufacturing technology solutions and OT capabilities.
Compliance, Documentation, and Governance
- Ensure compliance with quality, regulatory, and governance requirements across all OT support activities.
- Maintain technical documentation and support audit, inspection, and compliance activities.
Technical Leadership and Mentoring
- Mentor and provide technical guidance to OT Support Engineers and site support teams.
- Support knowledge transfer, onboarding, and training of team members.
Continuous Improvement
- Drive process improvements to enhance service reliability, operational efficiency, and customer satisfaction.
- Identify automation opportunities and recommend enhancements to OT support processes.
What will you need to be successful?
- Bachelor’s degree in Information Technology, Computer Engineering, Systems Engineering, Industrial Engineering, Electronics Engineering, Automation Engineering, or a related technical discipline. Professional certifications such as ITIL, Tulip, Microsoft Azure, Manufacturing Systems, Automation, or Cybersecurity are highly desirable.
Strong expertise in troubleshooting, root cause analysis, incident and problem management, manufacturing systems, and IT service management. Demonstrated ability in technical leadership, mentoring, change management, process development, documentation, stakeholder management, and effective communication across cross-functional teams.- 3–5+ years of experience supporting Operational Technology (OT), Manufacturing Systems, MES, eDHR, Tulip, industrial automation, or enterprise applications within regulated manufacturing environments. Proven experience in leading complex incident investigations, supporting system integrations, validation and change control activities, and ensuring compliance with audit and regulatory requirements.
You.Unlimited. We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.
Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/
Work/Life Balance: Flexible Personal/Vacation Time Off, Paid Holidays, Flex Holidays, Paid Community Service Day
Your Wellbeing: Medical, Dental, Vision, Health Savings Account , Employee Assistance Program, Parental Leave, Fertility and Adoption Assistance Program
Flexibility: Hybrid Work Model (For most professional roles)
Training: Hands-On, Team-Customized, Mentorship
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