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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.
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
Be Technical SME for voice technologies - Provide operational support for GE’s Global Voice Service, including modern cloud voice (Skype Voice, Cloud Voice services) and legacy voice platforms (Avaya, Cisco, Alcatel and standalone platforms), worldwide
Provide operational support of the Cisco CUCM architectures and Avaya Communication Manager, System Manager and Session Manager product suites.
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
Fluent in English
Bachelor's Degree in Computer Science, Information Systems, or other technical discipline. Master's Degree preferred
Significant experience in IT service delivery
Relevant Vendor & Supplier Management
Experience working with Skype for Business/Lync in coordination with Microsoft O365 and other versions of Microsoft
Understanding of Microsoft network environment (on-premise, online, hybrid, express route)
Strong experience working with Network, Telepresence/Video Bridging, Voice and Video, VOIP, Instant Message/Presence technologies globally
Experience in a team operational leadership role
Experience in managing IT Projects in a global matrixed organization
Ability to demonstrate knowledge of PBX, Key System and PSTN fundamentals
Configuration of Cisco CUCM, CME, IP phones, Voice Gateways, Cisco Unity Voicemail, SRST and SIP technologies
Configuring and troubleshooting PBX elements such as hunt groups, media and DSP resources, ISDN PRI interfaces, VoIP & POTS dial-peers, Route patterns, Route lists, Hunt Lists, Device Pool, Region, Location
Understanding and ability to guide users through features such as Phone Button Template, Soft key Templates, Speed dial, Call forwarding, SNR
Understanding of MGCP, H323, SIP and SCCP protocols to either configure or fault find a customer issue
Managing dial plans using various tools like translation pattern, route pattern, calling/called transformation mask, FAC, route list, route group
Understanding of key voice monitoring solutions and the benefits they bring to providing the service
Excellent analytical problem solving and interpersonal skills
Customer service oriented
Must work out of a GE office
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
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