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Role Summary: Responsible for operational support for GE’s Global Skype Online, Video and Voice Services and responsible for Skype Room System (SRS) provisioning. Utmost focus of the role is to provide 1st class customer experience and urgency in restoring normal production operation conditions and deploying SRS units.
Essential Responsibilities: Successful candidates have proactive ‘can do’ attitude, superior communication skill with end users and IT management, excellent problem-solving skills, proven experience in taking the lead with coordinating incident resolution working with multiple teams on outage bridges, and in depth knowledge of systems involved with an eagerness to learn more each and every day.
In this role, you will:
Manage a vendor support team of technical and functional experts, interacting directly with other cross-functional support teams for timely resolution of production application issues
Work with business / IT leaders and users for prioritization of critical issues and work towards resolution
Ensure conformance to generic Infrastructure Operations support standards / practices
Coach / monitor contingent staff in Infrastructure Operations support standards / practices
Responsible for internal IT processes like Change Control Board, patch application testing, coordination and communication for outages etc.
Conduct performance and Ops reviews for the leadership and stakeholders (IM and Functional) by using and owning established Service Delivery metrics
Own and be responsible for Open cases reduction, RCAs and recurring issues reduction, SLAs
Work with cross P&L teams ensuring system availability and minimal planned and unplanned outages
Work with IM Risk and Security team and ensure all the SOX and controllership requirements are met including policies, standards and documents and the Infrastructure is compliant
Serve as domain and Infrastructure expert and drive / be accountable for operational excellence as well as stabilization of Operations
Build strong team relationships with multiple stakeholders including support teams and end users. Stay connected with functional stakeholders through regular meetings Act as single point of contact for escalations ensuring they get addressed appropriately with continuous communication
Receive and resolve Voice of the Customer (VOC) feedback and pass on to leadership
Partner with P&L and help carve out and lead mandatory compliance, productivity and business required initiatives going beyond day-to-day operations
Maintain effective relationships with peers and vendors to integrate the program into the overall strategic organization objectives and activities
Bachelor's Degree in Information Systems, Information Technology (IT), Computer Science or any Engineering streams
Strong relevant IT experience, working in Voice/Video/Skype Operations
Experience in voice / skype / telepresence technologies
Experienced with Microsoft Skype for Business, Skype Room Systems, Cisco Telepresence solutions. Strong background knowledge in video and voice solutions (Microsoft, Cisco, Avaya, Polycom), design, build and management
Familiarity with video architecture, design, build and support.
Familiarity with IP based video transmission related local legislations and associated challenges, worldwide
Has proven experience in the field of Unified Communications with most tools in scope, and is eager to expand knowledge and self-learn each and every day proactively; a huge advocate of learning by doing and building a network of people internally he can rely on and learn from to make self even more efficient
Provide operational support coverage for GE’s Global Skype Online, Video and Voice Services including Skype Room System (SRS) – all Skype for Business streams (audio/video/content share/meeting/chat on PC/Mobile/Conference Room) and Cisco Telepresence/SRS Video platforms, worldwide
Provision Skype Room Systems in GE Globally working with GE’s standard vendors and GE’s internal site based teams
Responsible for measuring operational support quality (uptime, availability, MTTR) as well as user experience and satisfaction (NPS scores) – responsible for creating and executing on continuous service improvement plans
Properly document services involved and keeps documentation up to date and accessible by authorized personnel
ITIL certification; Knowledge and experience with ServiceNow, IT Service Management toolsets
Ensure the service meets SLAs and facilitate metrics reporting
Assist & own the preparation of end user support documentation and knowledge
Investigate the possibilities of automation for self-service of end user support
Demonstrated strength in strategic thinking and leadership with strong abilities in relationship management
Ability to coach & train, motivate team to adopt standards & methodologies
A technical engineer, with extensive experience in solving challenging issues in high pressure environment
Demonstrated strong written and oral communication skills; Highly motivated, self-starter
Analytic, creative and business focused problem solver
Experience working in a global atmosphere
Language skills over and above English is a plus
Demonstrated ability to drive results in a dynamic and fast pace environment
Drives change initiatives & strategies
Change oriented – actively generates process improvements; champions and drives change initiatives; confronts difficult circumstances in creative ways, balances multiple and competing priorities and executes accordingly
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