Operational Technology Support Engineer II

Smith Nephew; George Town; Hybrid; MYR 90,000 - 150,000; Full time

Benefits offered by this job

Hybrid work model

Hands-on training

Mentorship program

Job summary

Smith+ Nephew is seeking an Operational Technology Support Engineer II to provide advanced OT system support across global manufacturing facilities. You will manage Tulip applications, eDHR, and related manufacturing technologies, troubleshoot complex issues, and drive improvements in reliability, cybersecurity, and data integrity.

You will lead incident investigations, coordinate cross-functional response, implement CAPA actions, and mentor site OT engineering teams.

Qualifications

• Bachelor's degree in IT/engineering with relevant OT exposure.
• 3–5+ years in OT support or manufacturing systems within regulated environments.

Responsibilities

• Provide technical support and administration for OT systems and Tulip/eDHR solutions.
• Lead major incident investigations and coordinate cross-functional resolutions.
• Support OT deployments, upgrades, integrations, and validation activities.
• Ensure compliance with quality, regulatory, and governance requirements.
• Mentor OT Support Engineers and transfer knowledge.
• Drive process improvements to enhance reliability and efficiency.

Skills

OT systems

Incident management

Root cause analysis

Mentoring

Education

Bachelor's degree in IT/Engineering

Tools

Tulip

eDHR

ITIL

Job description

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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