| Job Number: | 2639935 |
| Business: | GE Healthcare |
| Business Segment: | Healthcare IT |
| About Us: | |
| Posted Position Title: | Incident Analysis Engineer (m/f) |
| Career Level: | Experienced |
| Function: | Services |
| Function Segment: | Field Services |
| Location: | Germany |
| U.S. State, China or Canada Provinces: | |
| City: | Dornstadt |
| Postal Code: | 89160 |
| Relocation Assistance: | No |
| Role Summary/Purpose: | |
| Essential Responsibilities: | You have
already gained solid IT knowledge about imaging solutions before and you are looking for a
new challeng in an international operating and ITIL service organization? The
position as a Incident Analysis Engineer (m/f) in the European Customer Care
Center Incident Team might be an imnteresting opportunity for you. Your main domain will help to
quickly and efficiently resolve issues coming from the region service
organization. Incidences from the regional service organizations to
recover the site as fast as possible and re-enabling the customer’s workflow to
his satisfaction will offer challenging tasks. Your responsibilities will include: - Grouping & screening
of level 3 medium to low cases to issue categories - Root cause analysis of
categorized incidences orpProblems - Resolving of level 3 incident, problem or event reports based on analysis
- Detailed documentation of
solutions and creation of technical articles about service request - Finalization/review of
service requests and escalation closure after region service organization
confirmation - Work collaboratively with
remote L4, CCC and region service teams - Primary contact for region
service teams and gateway to L4 teams - Pro-active knowledge
sharing and information exchange on product evolution, patches and other areas
of expertise (e.g. re-occurring service request and potential problem source or install & upgrade best practices) towards the regions and within the team - Technical product training provider & on the job training for the region services
- After an approx. 7 months introduction phase on the
job, readiness to take 24x7 call shifts
|
| Qualifications/Requirements: | - Degree in an IT related
field or equivalent - Technical experience in
relational database system (MS SQL, Sybase, Oracle), network infrastructure or
Windows Server 2008 /2012 - Good understanding of SQL
queries and Log-File reading - Excellent analytical/
problem solving and communication skills including ability to provide clear and
concise status to senior management - Ability to accurately
document and share information with global peer group - Distinct customer and
service focus - High quality demand on
your own operation method and one’s own
initiative - English (fluent in direct
conversations and written)
|
| Additional Eligibility Qualifications: | |
| Desired Characteristics: | - Experience with imaging products
- Previous exposure to
clinical workflow and application configuration of imaging products
- Distinctive team player
attitudes and generally high communication skills
- Technical and/or application trainings provided to customers
- Excellent association
towards the customer combined with a professional phone appearance
- Extended technical
experience, e.g. troubleshooting and performance optimization for environments
like ESX infrastructures, Citrix, databases, networks or similar
- Autonomous work attitude
and personal responsibility on the assigned duties
- Basic project management knowledge
|