• Developing a working knowledge of Talogy’s solutions and platforms. • Responding promptly and professionally to requests for client support, with the aim of ensuring satisfactory resolutions for all parties. • Taking calls and emails from clients and colleagues, handling them in a friendly and professional manner. • Scenarios can include (but not limited to): Answering general questions and requests for information about our products and platforms. • Processing product purchases. • Supporting set up of product demos. • Handling complaints or feedback on from clients. • Providing technical support where appropriate. • Onboarding new clients to Talogy platforms. • Tasks can include but not limited to: Liaising with colleagues or clients directly to gather the requirements using the relevant request templates. • Configuring new client accounts on Talogy platforms. • Configuring basic platform customisations eg branding, email templates & assessment packages. • Supporting clients to independently use Talogy platforms by providing supporting materials or running live platform training. • Running managed-service projects on Talogy platforms with limited support.

• Own the end-to-end VIP user journey across App and Web, including VIP purchase, user center, benefits center, referral, notifications, swag/benefit application, and event participation. • Improve VIP product experience by identifying user pain points and enhancing benefit visibility, tier understanding, and overall usability for different VIP segments. • Design and execute growth and lifecycle initiatives to drive VIP acquisition, activation, engagement, retention, and user recall. • Plan and run VIP campaigns and operational activities, ensuring strong execution, QA, and post-campaign analysis. • Work closely with Product, Engineering, Design, Marketing, CRM, Sales, and Regional teams to deliver scalable solutions using existing platform capabilities. • Use data analysis to monitor funnel performance, user behavior, campaign ROI, and key VIP growth metrics, and turn insights into action plans.

Role Description We are seeking a globally experienced Senior Technical Manager to lead the development and execution of a Connected Platform Operations capability supporting the OTTAVA install base. This role will establish and scale a global Software Deployment and Monitoring Center of Excellence (CoE), ensuring performance, reliability, cybersecurity, and continuous improvement of a connected surgical robotics platform. This leader will drive the transition from reactive service to proactive, data-driven platform ownership at scale, leveraging IoT, cloud, DevOps, and AI/ML-enabled monitoring. The role operates across global regions and partners closely with R&D, Service, Quality, Regulatory, and Cybersecurity teams to deliver a world-class connected platform experience. Key Responsibilities - Global Platform Operations Leadership - Build and scale a global operating model to run, maintain, monitor, and continuously improve the OTTAVA platform. - Own platform health, performance, reliability, and scalability across regions. - Define KPIs including uptime, deployment success, system performance, and remote resolution rates. - Collaborate with hospital IT teams to integrate medical devices and systems into existing network infrastructure. - Configure network settings (IP, VLAN, firewall rules, etc.) to ensure secure and reliable connectivity. - Support HL7, DICOM, and other healthcare data standards for interoperability. - Work closely with Hospital IT administration, network engineering, biomedical engineering, clinical informatics, and vendor teams to coordinate device deployments. - Maintain detailed documentation of network configurations, device mappings, and support procedures. - Software Deployment Center of Excellence (CoE) - Establish and lead a global CoE for software deployment, release management, and change control. - Define standardized deployment processes, governance, and validation frameworks. - Ensure safe, compliant, and efficient deployment across the installed base. - Monitoring, IoT & Remote Diagnostics - Implement real-time monitoring and observability frameworks leveraging IoT and telemetry. - Drive predictive diagnostics using AI/ML to proactively detect and resolve issues. - Establish 24/7 global monitoring operations with follow-the-sun coverage. - Monitor network performance and device connectivity using tools and online dashboards. - Recommend improvements to enhance system reliability and reduce downtime across an installed base. - DevOps, Automation & Cloud Operations - Lead DevOps practices including CI/CD pipelines and automation. - Standardize tools and improve operational efficiency through automation. - Diagnose and resolve connectivity issues between medical devices and hospital systems (e.g., EMRs, PACS). - Provide remote and on-site technical support for network-related problems affecting clinical workflows. - Data-Driven Insights - Develop dashboards and analytics to drive real-time operational decisions. - Link platform performance to service and business KPIs. - Cross-Functional Leadership - Collaborate with global stakeholders across engineering, service, and commercial teams. - Align platform operations with product and service strategies. - Cybersecurity & Compliance - Ensure secure deployment and operations aligned with regulatory standards. - Manage vulnerabilities, patching, and risk mitigation. - Ensure all connected medical technologies comply with hospital cybersecurity policies and HIPAA regulations. - Review IT Security Assessments and MDS2 documentation as part of device preparation and deployment activities. Qualifications - 8+ years of experience in software engineering, Information Technology (IT), Computer Science, Biomedical Engineering, platform operations, or connected systems. - Experience leading global platform or IoT operations at scale. - Experience in healthcare IT, networking, or medical device integration. - Strong knowledge of TCP/IP, DNS, DHCP, VLANs, firewalls, and wireless networking. - Familiarity with healthcare data standards (HL7, DICOM) and EMR systems. - Experience with network monitoring tools and troubleshooting utilities. - Experience with troubleshooting and resolving TLS handshake issues. - Strong expertise in cloud (AWS), DevOps, monitoring, and automation. - Proven ability to manage large, global, cross-functional teams. - Experience in software release management and deployment governance. - Strong communication and executive stakeholder engagement skills. Preferred Qualifications - Experience in connected medical devices and preferably robotics platforms. - Knowledge of regulated environments (FDA, MDR). - Experience building Centers of Excellence. - Background in AI/ML or predictive analytics. - Cisco Certified Network Associate (CCNA) or equivalent. - CompTIA Network+ or Security+. - Certified Biomedical Equipment Technician (CBET) – a plus. Leadership Competencies - Strategic and execution-focused leadership. - Global mindset and cultural agility. - Data-driven decision making. - Strong collaboration and influence skills. - Customer- and patient-centric approach. Success Measures - Global platform operations model established. - High uptime and reliability achieved. - Successful deployment CoE operationalized. - Increased remote resolution and reduced downtime. - Scalable and efficient global operations capability. Benefits - Medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. - Consolidated retirement plan (pension) and savings plan (401(k)). - Vacation – 120 hours per calendar year. - Sick time - 40 hours per calendar year; for employees who reside in the State of Washington – 56 hours per calendar year. - Holiday pay, including Floating Holidays – 13 days per calendar year. - Work, Personal and Family Time - up to 40 hours per calendar year. - Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child. - Condolence Leave – 30 days for an immediate family member; 5 days for an extended family member. - Caregiver Leave – 10 days. - Volunteer Leave – 4 days. - Military Spouse Time-Off – 80 hours.

• Own the Product Launch Plan by partnering with R&D and PMM stakeholders • Drive Cross-Functional Alignment through alignment sessions across Product, GTM, and Marketing leadership • Coordinate Execution Across Tiers by owning marketing planning and coordination meetings • Measure Launch Effectiveness by tracking program-level metrics and providing regular reporting • Evolve the Launch Playbook by maintaining a prioritized backlog and leading cross-functional working groups • Build and Run PMM Operational Programs by designing and leading high-impact team programs • Create Scalable Frameworks for templates, playbooks, and toolkits • Elevate the PMM Team by identifying opportunities to improve how the team works