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Sr Application Operations Engineer

  • GE Digital
  • Experienced
  • Posted 11/3/2017 7:51:56 PM
  • 2991842
  • Job Function: Digital Technology
  • Business Segment: Digital Technology
Location(s): United States; Florida; Miami


About Us:

GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

At GE Digital, we are creating technology and solutions to enable social, mobile, analytical and cloud capabilities
for the Industrial Internet. The Industrial Internet is an open, global network that connects people, data and
machines. It’s about making infrastructure more intelligent and advancing the industries critical to the world we
live in. At GE, we believe it’s about the future of industry—energy, healthcare, transportation, manufacturing. It’s
about making the world work better. GE is transforming itself to become the world's premier digital industrial
company, executing critical outcomes for our customers. Explore how you can drive greater asset reliability, lower
operating costs, reduce risk and accelerate operational performance with our Predix platform and software
solutions.

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Role Summary:
Skype for business will become an integral part of how GE businesses communicate to each other in relationship to Instant Messaging, Voice, and Video. As part of Digital Workplace Solutions within CoreTech the role will deliver L2 support on Skype for Business with global collaboration between L1/L3, Service owners, and operations. The role will work hand in hand with operations to identify & resolve issues directly with end users and the vendor.

Essential Responsibilities:

This individual will work hand in hand with operations to identify & resolve issues directly with end users and the vendor. Based on resolution of issues this role will provide quality knowledge to the service desks on troubleshooting and/or self-help knowledge/automation.

The candidate will have to:

  • Partner with Collaboration service owners on new service introductions, change, and transition to operations
  • Proactively plan for upcoming changes
  • Assist & own the preparation of end user support documentation and knowledge
  • Inform and train all support teams on new/changed processes/services and drive operational process rigor
  • Communicate critical service issues through several channels to notify all levels of support globally
  • Manage and lead the enhanced service collaboration vendor & other in-house support tech team
  • Ensure SLAs and ensure availability requirements are met or exceeded
  • Ensure support team readiness and availability
  • Effectively manage escalations to resolution
  • Create and utilize dashboard metrics to communicate the services’ performance and financials to stakeholders
  • Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training
  • Support quality initiatives for continuous service improvement & optimization
  • Partner with vendors and L1/L2/L3 teams to deliver quality services
  • Lead efforts to improve and simplify End-User experience by reducing the volume of tickets, reducing touch points, improve accountability, and driving the usage of the self-service tools and other programs such as “shift left” within the Collaboration space.
  • Manage and drive relationship with suppliers reviewing innovative ideas and improving resolution, by reducing the need to escalate to vendors
  • Collaborate on planning, initiation, and management of key Service Management-oriented projects for Global Client Services
  • Investigate the possibilities of automation for self-service of end user support.
  • Partner with product teams to plan and test automation solutions
  • Maintain current support and service levels for Cisco products such as Jabber/Webex/Collaboration Meeting room until transitioned to be fully Skype for Business.

    Qualifications/Requirements:

    Basic Qualifications:

  • Bachelor's Degree in Computer Science, Information Systems, or other technical discipline. Master's Degree preferred
  • 4+ Years’ experience in IT service delivery
  • 3+ Years’ Vendor & Supplier Management
  • 2+ Years’ experience working with Skype for Business/Lync in coordination with Microsoft O365 and other versions of Microsoft
  • 2+ Years understanding of Microsoft network environment (on-premise, online, hybrid, express route)
  • 2+ Years’ strong experience working with Network, Telepresence/Video Bridging, Voice and Video, VOIP, Instant Message/Presence technologies globally
  • 2+ Years’ experience in a team operational leadership role
  • 2+ Years’ managing IT Projects in a global matrixed organization

    Eligibility Requirements:

  • Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job.
  • Must work out of a GE office

    Desired Characteristics:

  • Excellent analytical problem solving and interpersonal skills
  • Customer service oriented
  • Spanish & French Language skills a plus
  • Excellent communications skills and customer empathy
  • Experience working in a Global atmosphere.
  • Knowledge and experience with Service Now
  • Ability to work both autonomously and in constant collaboration with product owners, operations, and end users.
  • Knowledge and experience with working for Skype for Business/Lync in coordination with the MSFT O365 and other versions of Microsoft.
  • Project Management (PMP) certification a plus
  • Demonstrated ability to drive results in a dynamic, and fast pace environment
  • Drives change initiatives & strategies
  • Experience with Powershell software a plus, but not required

    #DTR

    Locations: United States; Florida; Miami

    GE offers a great work environment, professional development, challenging careers, and competitive compensation.  GE is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

    GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion​ of a background investigation and drug screen.


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