Job Description Summary

We are seeking a dynamic and experienced Senior Manager Install Base (IB) Support to lead the support and lifecycle management of key deployed products. This role is critical to ensuring platform stability customer satisfaction and proactive lifecycle planning across four strategic products: Elastic Edge Data Highway Mural Clinical Viewer.

The IB Manager will lead a cross-functional team of experts and will be responsible for driving operational excellence cyber compliance and upgrades upgrade strategies across the install base. He/she will also lead and implement proactive maintenance and auto healing.
Designs programs documents tests and fixes bugs involved in creating and maintaining applications and frameworks involved in a software release lifecycle resulting in a digital product. Impacts approaches projects and programs in the functional area or affected business organization and ways of working. Impacts quality efficiency and effectiveness of own team. Has significant input into priorities. Guided by professional practices and policies that are shaped by the role. The role has moderate autonomy requiring high levels of operational judgment.

Job Description

At GE Healthcare youll be part of a mission-driven team thats transforming healthcare through innovation and technology. This role offers a unique opportunity to lead critical install base operations drive AI-powered support innovation and make a tangible impact on patient care and system reliability.

Key Responsibilities:

• Customer Support Leadership
  Lead and manage customer support operations for the install base ensuring timely resolution of issues and high customer satisfaction.
  

• Patch and Upgrade Management
  Oversee planning and execution of software patches upgrades and hotfixes across all supported products.
  

• Cybersecurity and EOL Planning
  Proactively manage cybersecurity upgrades and end-of-life (EOL) transitions to ensure compliance and minimize risk.
  

• Platform Stability and Responsiveness
  Monitor and enhance system performance availability and responsiveness across the install base.

• GenAI-Driven Support Innovation
  LeverageGenerative AI technologiesto enhance product support through:

  • Proactive issue detection and resolution
  • Predictive maintenance strategies
  • Auto-healing capabilities and intelligent alerting
  • Knowledge base generation and intelligent ticket triaging

• Cross-Functional Collaboration
  Work closely with product engineering quality regulatory and customer success teams to align support strategies with business goals.

• Team Leadership and Development
  Build and mentor a high-performing team fostering a culture of accountability continuous improvement and customer focus.

Qualifications:

• Bachelors or Masters degree in Engineering Computer Science or related field.

• 12 years of experience in software engineering product support or technical operations.
• Proven leadership experience managing cross-functional teams and customer-facing operations.
• Demonstrated experience managing and supporting healthcare digital products with a strong understanding of clinical workflows compliance and customer expectations.
• Strong understanding of software lifecycle management cybersecurity and regulatory compliance in healthcare or similar domains.
• Experience or interest in applyingAI/ML or GenAI technologiesto operational workflows.
• Excellent communication problem-solving and stakeholder management skills.

Roles and Responsibilities

• Design build deliver and maintain software applications & services. Working in the areas of machine cloud platform and/or application. Responsible for full software lifecycle including activities such as requirement analysis documentation/procedures and implementation.
• Typically a 1st line manager of professionals or a 2nd line manager of a professional department. Developing specialized knowledge in their discipline. Serves as best practice/quality resource. Has awareness of latest technical developments in own area. Contributes towards strategy and policy development and ensure delivery within area of responsibility.
• Has in-depth knowledge of best practices and how own area integrates with others; has working knowledge of competition and the factors that differentiate them in the market
• Uses judgment to make decisions or solve moderately complex tasks or problems in areas of operational/product management manufacturing technology or engineering. Takes new perspective on existing solutions. Uses technical experience and expertise for data analysis to support recommendations. Uses multiple internal and limited external sources outside of own function to arrive at decisions.
• Acts as a resource for colleagues with less experience. May lead small projects with moderate risks and resource requirements. Explains difficult or sensitive information; works to build consensus. Developing persuasion skills required to influence others on topics within field.

Additional Information