Technical Implementation Lead – Polyphonic Customer Success | Johnson&Johnson MedTech | UAE

<div><p>At Johnson&Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.</p><p>As guided by Our Credo, Johnson&Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson&Johnson, we respect the diversity and dignity of our employees and recognize their merit.</p><h3>Job Function</h3><p>Sales Enablement</p><h3>Job Sub Function</h3><p>Customer Success Management</p><h3>Job Category</h3><p>Professional</p><h3>All Job Posting Locations</h3><p>Abu Dhabi, Abu Dhabi, United Arab Emirates</p><h3>Job Description</h3><h3>About MedTech</h3><p>Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.</p><p>Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech</p><p>We are searching for the best talent for Technical Implementation Lead – Polyphonic Customer Success.</p><h3>Purpose</h3><p>Johnson&Johnson MedTech Digital drives the development and deployment of digital solutions that enhance surgical, diagnostic, and therapeutic outcomes across the MedTech portfolio. Working at the intersection of medical devices, software, and data science, the team delivers scalable, secure, and user‑centric products that improve clinician workflows and patient care. This role offers the chance to collaborate across cross‑functional teams to accelerate digital innovation and translate clinical insight into real‑world impact.</p><h3>Responsibilities</h3><p>You will be responsible for:</p><h3>Lead end‑to‑end technical delivery for site launches</h3><ul><li>Plan and execute site surveys, physical installs, cabling, power/UPS checks, rack/network termination, and device placement in ORs and clinical spaces.</li><li>Validate hardware BOMs and parametering, image devices, provision endpoints, and perform device commissioning.</li></ul><h3>Network, connectivity, and identity integration</h3><ul><li>Partner with hospital IT to configure and validate network requirements (VLANs, DHCP/static IP), firewall and proxy rules, and VPNs.</li><li>Implement SSO/identity integrations (SAML, OIDC/OAuth, LDAP/AD, Okta), along with hospital and J&J internal teams (establishing VPN and certificate provisioning).</li><li>Coordinate whitelisting, tenant setup, and IP/DNS requirements with hospital IT.</li></ul><h3>Connectivity testing&validation (cloud and endpoint dependencies)</h3><ul><li>Validate outbound/inbound connectivity to cloud services, confirm required ports and endpoints, verify certificate chains, and manage token/API key configurations.</li><li>Support edge/cloud failover scenarios, local caching strategies, and offline/latency mitigation approaches.</li></ul><h3>Integration and interoperability</h3><ul><li>Perform system integration testing with hospital systems (HL7/FHIR, PACS, EHR connectors such as Epic/Cerner), REST/WebSocket/ MQTT APIs, and medical device interfaces.</li><li>Execute FAT/SAT/UAT and produce technical sign‑off artifacts.</li></ul><h3>First‑line technical support and escalation</h3><ul><li>Serve as first responder for field incidents (networking, device hardware, firmware, software crashes, logs), perform diagnostics (system heartbeat, traceroute, log analysis), and remediate or elevate to engineering/manufacturers.</li><li>Maintain on‑call/site presence for go‑live hyper‑care and post‑launch support per SLAs.</li></ul><h3>Technical documentation&automation</h3><ul><li>Author and maintain installation playbooks, runbooks, SOPs, troubleshooting guides, and step‑by‑step checklists for site teams.</li><li>Create and maintain automation scripts, deployment pipelines, or configuration management artifacts (e.g. Python/Bash, Ansible, Docker familiarity).</li></ul><h3>Vendor&stakeholder technical liaison</h3><ul><li>Coordinate with third‑party vendors, device manufacturers, hospital IT/biomed, and clinical champions to ensure smooth implementation (e.g. resolve compatibility issues, update firewall parameters, support system updates, etc.).</li><li>Provide technical onboarding sessions for clinical users and IT staff focused on operational/runbook tasks and troubleshooting steps.</li></ul><h3>Qualifications / Requirements</h3><h3>Desired characteristics</h3><ul><li><b>UAE clinical credibility</b>: hospital experience as a customer success manager, understands how to navigate governance and workflows</li><li><b>Stake