Senior Egineering Manager – Install Base (IB) Support

At GE Healthcare, you’ll be part of a mission-driven team that’s 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.

• 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
  Leverage Generative AI technologies to 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.

• Bachelor’s or Master’s 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 applying AI/ML or GenAI technologies to 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.