We are looking for an experienced DevOps or CloudOps specialist for 2nd Level Product Support of our Saas and Cloud Products. The Global Service Delivery & Support team is supporting Varian’s Oncology Software & IT Solutions. For this additional position we need a DevOps / CloudOps Specialist to focus on our new products with in-depth knowledge in Cloud systems implemented in Microsoft Azure Platform, Kubernetes, Saas, Virtualization, Hyperconverge. Experience with DevOps and Agile processes is important. This position will be co-located with our engineering to better prepare for challenges related to new technologies and new releases.

Specific Responsibilities

• Subject Matter Expertise on assigned product line(s) and general IT concepts and technologies (Varian Cloud, Cloud native and associated products).  
• Escalated technical support for Cloud products and associated onsite products to internal and external customers that include Clinical & Technical Helpdesk Representatives, Field Service Engineers, Installation Engineers, Customer IT personnel, and Clinicians.  Diagnosis, troubleshooting, and repair of complex software and hardware systems that are used in a diverse array of Oncology healthcare environments, where standard procedures have failed to isolate and fix the problem.  

Other Duties:

• Participation in activities supporting incident management and issue escalation in support of field and customer stakeholders; this may include defusing volatile situations in an effort to restore customer confidence and satisfaction.  A high degree of professionalism and good communications skills are required in this role.
• Collection of technical data and information relevant to the service / installation process in order to identify and document improvements in the serviceability of software & hardware products.  
• Acting as technical liaison for installation & field service teams, with engineering and manufacturing; reports design, reliability, & maintenance problems in software products to engineering teams for purposes of regulatory compliance and mitigation in future versions, in support of continuous improvement process. 
• Communicate at a high technical level with internal Varian and external customer stakeholders on conference calls as well as in person at customer sites and Varian offices.  
• Documentation of all support activities in Varian’s Customer Relationship Management (CRM) System. 

Desired Qualifications

• Graduate of Technical Institute or University in Information Technology or related fields or equivalent education.
• Bachelor or Master in Computer Science / Information Technology / Management Information Systems is preferred. 
• Minimum 6 years in the field of Information Technology.
• Preferred/favorable industry certifications and experience include but are not limited to vendors such as: Microsoft, VMWare, Citrix, Dell-EMC, Palo Alto Networks, and Cisco.

Skills / Knowledge:

• In-depth understanding of software as a service (SaaS) / Infrastructure as a Service (IaaS) implemented in a Cloud Computing Platform.
• In-depth experience with the Microsoft database platform MSSQL server, hands-on experience with TSQL, SQL queries and stored procedures. 
• In-depth experience with Windows Client-Server Architecture.
• In-depth knowledge of TCP/IP Networking and underlying technologies. 
• In-depth understanding of hardware/application virtualization technology.
• Advanced knowledge of Microsoft technologies, including but not limited to: Windows Operating Systems (Emphasis on Windows 7 /10, Windows Server 2012/2016), Active Directory, MSSQL Server, Azure.  
• Strong skills in System performance troubleshooting.
• Experience in customer support / incident management / troubleshooting in a Healthcare IT context. 
• Familiarity with Agile Software development practices. 
• Familiarity with ITIL Framework concepts.
• Fluency in English, written and verbal and an additional European language is an asset.
• Proficient in utilizing business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint.
• Embody a "Whatever it takes" attitude toward Customer Satisfaction and Delight.
• Estimated up to 25% Travel.