Job Description Summary

This is a critical position in a globally distributed organization, presents a unique opportunity to develop products that define healthcare solutions globally. You will be responsible for sustenance of software products developed by the Healthcare Digital teams. This role requires strong analytical skills, technical troubleshooting capabilities, and the ability to work collaboratively across engineering, product, and operations teams. The ideal candidate will demonstrate a deep understanding of product architecture and workflows, possess the ability to communicate technical issues and resolutions clearly with customers, and handle escalations with confidence.

GE Healthcare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Job Description

Key Responsibilities:

• You will lead the resolution of install base issues related to your product by determining root cause of failures/complaints, determining resolution and updating code base/procedures to prevent similar failures from occurring in the future.
• You will provide technical leadership to the developers in the team and be the technical anchor for them.
• You will serve as a subject matter expert (SME) for overall product technical implementation and use cases
• You will act as the coordination point between L4 Engineering, customers, Regional L3 teams, Field Service, Product Management and Engineering.
• Establish and maintain SOPs, checklists, templates, workflows, and standard operating procedures for Installed Base support.
• Coordinate daily L4 operations, prioritize workload, distribute tickets, track dependencies, and remove operational or technical blockers.
• Coordinate system migrations, product upgrades, and on-premise-to-cloud rollout activities, including prerequisite planning, deployment readiness, dependency management, implementation tracking.
• Establish a reliable source of KPI data and publish regular dashboards covering response time, resolution time, SLA adherence, backlog, aging, repeat issues, escalations, and issue resolution rates.
• Analyse recurring field, software, and support issues and drive corrective actions through defect review meetings, trend reviews, and cross-functional collaboration.
• Develop, maintain, and periodically update troubleshooting guides, technical documentation, and knowledge-base content.
• Promote standardization, automation, documentation, training, and improved self-service capabilities.
• Ensure process and quality compliance, audit readiness as per quality standards

Qualifications/Requirements

• Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math), A minimum of 10 years of professional experience.
• At least 5 years’ experience in any one of the programming languages like Java, C, C++ or C#
• Experience with scripting (e.g., Python, SQL, Bash) and automation tools.

• Familiarity with cloud platforms (AWS) and monitoring tools (e.g., Prometheus, Grafana).

• Strong working knowledge of healthcare interoperability standards and workflows, including DICOM, PACS, IHE workflows, HL7 standards.
• Experience in leading install base products and team is preferred
• Exposure to Agile methodologies, technology, theories, and techniques.
• Strong Debugging skills, problem solving and analytical ability.
• Ability to prioritize multiple tasks and responsibilities while maintaining a high level of quality service.

Desired Characteristics

• Demonstrates clarity of thought to work through limited information and vague problem definitions.
• Influences through others; builds direct and “behind the scenes” support for ideas.
• Proactively identifies and removes project obstacles or barriers on behalf of the team.
• Shares knowledge, establishing trust, credibility, and goodwill across a global team.
• Strong oral and written communication skills.
• Strong interpersonal and leadership skills.
• Experience of driving activities to influence code quality and process rigor.

Inclusion and Diversity:

GE Healthcare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, colour, religion, national or ethnic ori…