Senior Egineering Manager Install Base IB Support

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, 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.

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
  
  

• 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.
  
  

• 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.