GE HealthCare Senior Enterprise Applications Engineer 

India, Karnataka 

764015887

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.