Command Center Engineer, CloudOps

As a Command Center Engineer, Cloud Ops at Vocera (now a part of Stryker), your role is crucial in monitoring Vocera solutions in hospitals to ensure exceptional service delivery. You will be responsible for overseeing the operational health and performance of SaaS/On-prem offerings, playing a vital role in managing and responding to operational alerts/incidents to ensure service continuity. Reporting to the Manager of Command Center Operations, your dedication and proactive approach will be key in maintaining operational excellence. **Key Responsibilities:** - Monitor and manage system alerts, incidents, and performance metrics 24/7, ensuring timely resolution and escalation as necessary. - Serve as the first point of contact for operational issues/alerts, ensuring effective communication with internal and external stakeholders. - Lead customer communication, assuring timely status updates and case resolution. - Design and maintain troubleshooting runbooks. - Develop tools, scripts, and programs to enhance the quality of customer support. - Coordinate incident response efforts, conduct root cause analysis, and document findings to improve future response strategies. - Collaborate with IT teams to ensure systems operate optimally and identify potential issues before escalation. - Maintain detailed incident logs and responses, providing regular reports and updates to management. As a potential candidate, Vocera is looking for individuals who are detail-oriented process improvers, self-directed imitators, and analytical problem solvers. You will be expected to simplify, standardize, and automate work processes, take ownership of tasks to enhance productivity, and identify root causes of issues to recommend comprehensive solutions for preventing future incidents. **Qualifications Required:** - Bachelor's degree in computer science or related field of study, or 6+ years of relevant experience. - 4+ years of experience in a command center or similar environment, preferably in Healthcare IT. - Expertise in IT Infrastructure & Cloud, including cloud platforms (AWS, Azure, VMware), system administration (Windows, RHEL), and network management. - Experience in Incident Management, particularly in Healthcare IT environments and familiarity with ITIL practices. - Proficiency in Automation & Scripting with Python and Bash for automating tasks. - Strong knowledge of Essential Monitoring Tools such as Zabbix, Datadog, and CloudWatch for infrastructure monitoring. - Experienced in using Ticketing Systems like ServiceNow and Salesforce for incident and request management. - Excellent problem-solving skills, ability to work under pressure, and strong communication and team collaboration skills. - Availability to work flexible shifts, including nights, weekends, and holidays. Join Vocera as a Command Center Engineer, Cloud Ops, and play a critical role in ensuring the operational efficiency and performance of healthcare solutions.,