Hexagon EAM- Support Engineer

The EAM L1/L2 Application Support Analyst will deliver day-to-day operational support for the Enterprise Asset Management (EAM) SaaS platform supporting GE HealthCare EU manufacturing sites. The role provides first- and second-line support, ensuring platform stability, SLA adherence, and controlled operations within a regulated (GxP) environment.

Key Responsibilities

L1/L2 Application Support

• Provide daily L1/L2 support for the EAM SaaS platform across EU sites
  
• Act as primary point of contact for incidents and service requests raised by GE HealthCare users
  
• Perform incident triage, analysis, resolution, or escalation in line with agreed SLAs

Incident & Problem Management

• Log, manage, and resolve incidents using Pulse
  
• Coordinate with EAM product vendor (L3) for complex or product-level issues
  
• Support root cause analysis and problem management activities
  
• Maintain complete, accurate, and auditable ticket records

Change, Release & Upgrade Support

• Support SaaS releases, patches, and upgrades under GE HealthCare change governance
  
• Perform impact assessments and support validation and testing activities
  
• Support post-release verification and hypercare activities

GxP & Compliance Support

• Operate in compliance with GxP, validation, and data integrity requirements
  
• Ensure incidents, changes, and releases are documented for audit readiness
  

• Act as the primary TCS support interface for GE HealthCare EU sites
  
• Provide regular status updates and participate in operational and governance calls
  
• Escalate SLA risks and recurring issues through the agreed TCS governance model
  

• Develop and maintain support documentation, runbooks, and known error records
  
• Support knowledge transition and stabilization activities

Required Skills & Experience

Essential:

• 4–8 years of experience in enterprise application support (L1/L2)
  
• Experience supporting EAM platforms or similar enterprise systems
  
• Hands-on experience supporting SaaS applications in production environments
  
• Strong understanding of ITIL-based incident, problem, and change management
  
• Experience supporting EU/UK business hours and stakeholders
  
• Strong written and verbal communication skills

Desirable:

• Experience supporting life sciences or regulated manufacturing clients
  
• Familiarity with GxP, CSV, and validation expectations
  
• Experience working within TCS delivery and governance models
  
• Experience with ITSM tools such as ServiceNow or Jira