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GE HealthCare Senior Enterprise Applications Engineer 
India, Karnataka 
764015887

15.08.2024

Roles and Responsibilities

In this role, you will:

  • Strive to provide excellent customer service to employees from GE Healthcare Businesses

  • Work directly with solution architects and business analysts to help reproduce and resolve customer issues or introduce new features

  • Work hand in hand with operations in identifying & resolving issues directly with end users and vendors

  • Engage with the vendor to trouble shoot and resolve an issue within the product

  • Be aware of system-wide changes and application deployments that might impact application availability for users

  • Support end user issues by providing the effective solutions

  • Responsible for taking direct support cases from users

  • Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs

  • Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriately

  • Drive customer communication during critical events and lead retrospective meetings

  • Drive projects that improve support-related processes and our customers’ technical support experience with minimal guidance

  • Work with global teams and collaborate with cross functional stakeholders

  • Drive to increase the business Net Promoter Scores (NPS)

  • Identify efforts to improve and simplify End-User experience by reducing the volume of tickets, reducing touch points, improve accountability, and driving the usage of the self-service tools

  • Participate in new technology pilots and programs to ensure end-user support readiness for go-live launches

  • Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training

  • Write tutorials, how-to videos, and other technical articles for the customer community and knowledgebase articles and keep them up-to-date


Technical Expertise:

  • A technical engineer, with extensive experience in solving challenging issues in high pressure environment

  • Experience with the Veeva platform – eTMF, RIM, QualityDocs

  • Experience with agile/iterative project methodology & tools such as Scrum, preferably with experience using agile project management tools such as JIRA or Rally

  • Practical exposure to, and experienced in, IT Service Management and Computer System Validation (CSV).

  • Background and experience in emerging technologies in cloud, IaaS, PaaS, SaaS and Microservices architecture

Business Acumen:

  • Strong oral and written communication skills

  • Strong problem solving and system design skills

  • Proactively engages with cross-functional teams to resolve issues and design solutions using critical thinking and analytical skills and best practices

  • Ability to interact at all levels of the organization and with other GE Healthcare businesses

Leadership:

  • Self-starter with ability to manage multiple priorities in a fast-paced work environment

  • Strong problem solving and analytical skills demonstrated the ability to assimilate new information and understand complex topics

  • Excellent communicator, works well in a team environment, and welcomes challenges

total rewardsare designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.