Operational Technology Support Engineer II

SMITH & NEPHEW HEALTHCARE SDN. BHD.; Batu Kawan; On-site; MYR 60,000 - 90,000; Full time

Job summary

SMITH & NEPHEW HEALTHCARE SDN. BHD. seeks an Operational Technology Support Engineer II to provide advanced OT support for global manufacturing operations, ensuring system reliability, compliance, and continuous improvement.

The role requires collaboration across cross-functional teams, incident management, and CAPA activities within regulated environments. The candidate will mentor OT engineers, support Tulip and eDHR ecosystems, and contribute to safety, quality, and regulatory compliance

Qualifications

• Bachelor's degree in IT/Engineering or related technical discipline.
• ITIL, Tulip, Microsoft Azure, Manufacturing Systems, Automation, or Cybersecurity certifications are desirable.
• 3–5+ years of OT/Manufacturing IT support in regulated environments.
• Experience leading incident investigations, system integrations, validation, and change control.

Responsibilities

• 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.
• Lead major incident investigations and coordinate resolution across cross-functional teams.
• Perform root cause analysis, drive CAPA, and implement long-term solutions.
• Support OT deployments, upgrades, integrations, validation activities, and infrastructure improvements.
• Contribute to design and standardization of manufacturing technology solutions and OT capabilities.
• Ensure compliance with quality, regulatory, and governance requirements across OT activities.
• Maintain technical documentation and support audits and inspections.
• Mentor OT Support Engineers and site teams; drive process improvements.

Skills

Troubleshooting

Incident management

Root cause analysis

Stakeholder management

Leadership

Education

Bachelor's degree in IT/Engineering

Tools

Tulip

eDHR

ITIL

Microsoft Azure

Job description

Operational Technology Support Engineer II

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).

Key responsibilities

• 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
• 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
• 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
• Ensure compliance with quality, regulatory, and governance requirements across all OT support activities
• Maintain technical documentation and support audit, inspection, and compliance activities
• Mentor and provide technical guidance to OT Support Engineers and site support teams
• Drive process improvements to enhance service reliability, operational efficiency, and customer satisfaction
  

About you

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

About us

At Smith+Neb? we craft and manufacture technology that takes the limits off living.

Pharmaceuticals, Biotechnology & Medical Devices 51-100 employees

Smith+Neb is a global medical technology company. We design and manufacture technology that takes the limits off living. We support healthcare professionals to return their patients to health and mobility, helping them to perform at their fullest potential.

From our first employee and founder, T.J. Smith, to our team today, it’s our people who make Smith+Neb a unique place. Yes, we love to innovate and develop exciting technologies, and we offer competitive salaries and progressive benefits. But it’s our culture - of Care, Collaboration and Courage - that really sets us apart. Through a spirit of ownership and can-do attitude we work together to win. We’re a company of people who care about each other, about our customers and their patients, and about our communities. Together, we fulfill our shared purpose of Life Unlimited.

Smith+Neb is a global medical technology company. We design and manufacture technology that takes the limits off living. We support healthcare professionals to return their patients to health and mobility, helping them to perform at their fullest potential.

From our first employee and founder, T.J. Smith, to our team today, it’s our people who make Smith+Neb a unique place. Yes, we love to innovate and develop exciting technologies, and we offer competitive salaries and progressive benefits. But it’s our culture - of Care, Collaboration and Courage - that really sets us apart. Through a spirit of ownership and can-do attitude we work together to win. We’re a company of people who care about each other, about our customers and their patients, and about our communities..