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

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at .

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.

Job Function:

Job Sub Function:

Job Category:

All Job Posting Locations:

Job Description:

About MedTech

Fueled by innovation at the intersection of biology and technology were developing the next generation of smarter less invasive more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at are searching for the best talent for Technical Implementation Lead Polyphonic Customer Success.

Purpose

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.

Were hiring a hands on Technical Implementation Lead to own technical deployments of hardware and software across multiple hospital sites (Abu Dhabi onsite). This is a fieldfacing technically intensive role: the primary responsibility is to deliver integrate and support connected medical hardware and software in operating room and clinical role also requires project coordination with J&J internal and hospital stakeholders including strong technical implementation capability firstline troubleshooting and the ability to work directly with hospital IT biomed/clinical engineering and clinical end users to remove real world blockers to successful adoption.

You will be responsible for:

Lead endtoend technical delivery for site launches:

• Plan and execute site surveys physical installs cabling power/UPS checks rack/network termination and device placement in ORs and clinical spaces.

• Validate hardware BOMs and parametering image devices provision endpoints and perform device commissioning.
  

Network connectivity and identity integration:

• Partner with hospital IT to configure and validate network requirements (VLANs DHCP/static IP) firewall and proxy rules and VPNs.

• Implement SSO/identity integrations (SAML OIDC/OAuth LDAP/AD Okta) along with hospital and J&J internal teams (establishing VPN and certificate provisioning).

• Coordinate whitelisting tenant setup and IP/DNS requirements with hospital IT.
  

Connectivity testing & validation (cloud and endpoint dependencies):

• Validate outbound/inbound connectivity to cloud services confirm required ports and endpoints verify certificate chains and manage token/API key configurations.

• Support edge/cloud failover scenarios local caching strategies and offline/latency mitigation approaches.
  

Integration and interoperability:

• Perform system integration testing with hospital systems (HL7/FHIR PACS EHR connectors such as Epic/Cerner) REST/WebSocket/ MQTT APIs and medical device interfaces.

• Execute FAT/SAT/UAT and produce technical signoff artifacts.
  

Firstline technical support and escalation:

• Serve as first responder for field incidents (networking device hardware firmware software crashes logs) perform diagnostics (system heartbeat traceroute log analysis) and remediate or escalate to engineering/manufacturers.

• Maintain oncall/site presence for golive hypercare and postlaunch support per SLAs.
  

Technical documentation & automation:

• Author and maintain installation playbooks runbooks SOPs troubleshooting guides and stepbystep checklists for site teams.

• Create and maintain automation scripts deployment pipelines or configuration management artifacts (e.g. Python/Bash Ansible Docker familiarity).
  

Vendor & stakeholder technical liaison:

• 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.).

• Provide technical onboarding sessions for clinical users and IT staff focused on operational/runbook tasks and troubleshooting steps.

Qualifications / Requirements:

Desired characteristics:

• UAE clinical credibility: hospital experience as a customer success manager understands how to navigate governance and workflows

• Stakeholder fluent:surgeons OR staff IT/biomed hospital executives

• Training & Change Mgt: Experience owning site by site change plan and role-based training end to end.

• Fast ramp: learns our product quickly; is able to become SME to install support connectivity and troubleshoot on-site & in the OR environment

• Language & presence:English required; Arabic preferred. On-site across UAE

• Proof required: Resume/portfolio with customer success experience with successful outcomes

Qualifications

Minimum (required):

• Bachelors degree in Computer Science Software Engineering Information Systems Biomedical Engineering or related technical field; or equivalent practical experience.

• 5 years of hands-on experience delivering software or systems implementations; 2 years in a lead/technical lead role.

• Proven ability to lead senior client (hospital C suite) management and client-facing implementations.

• Excellent verbal and written communication in English; additional local language proficiency preferred when supporting regional customers.

• Willingness to travel across UAE

Preferred:

• Advanced degree (MS) in a technical discipline or MBA.

• Experience in MedTech healthcare or regulated industries and familiarity with regulatory and privacy frameworks (HIPAA GDPR ISO 13485).

• Certifications such as PMP Certified ScrumMaster AWS/Azure/GCP professional certs or relevant security certifications (CISSP CISM).

• Strong coaching and mentoring track record; ability to influence stakeholders and drive decisions.

Required Skills:

Preferred Skills: