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Unified Communications Operations Expert (Level 3)

  • GE Digital
  • Experienced
  • Posted 12/13/2017 6:48:52 AM
  • 3039769
  • Job Function: Digital Technology
  • Business Segment: Digital Technology
Location(s): Hungary; Budapest


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. Additional introduction... It is not about your career... it is not about your job title... it is about who you are.... It is about the impact you are going to make on the world. You want to go into uncharted waters... do things that haven’t been done to make yours and someone else's life better. GE has been doing that for decades! We will continue to do so! We are the world’s digital industrial company. GE is diversity. We aim to employ the worlds’brightest minds to help us create an unlimited source of ideas and opportunities. We believe in hiring talented people of varied backgrounds, experiences and styles -people like you!

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


Qualifications/Requirements:
  • 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



Technical Expertise:
  • 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


Business Acumen:
  • 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


Leadership:
  • Ability to coach & train, motivate team to adopt standards & methodologies


Personal Attributes:
  • 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

#DTR




Desired Characteristics:
  • 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
  • Must work out of a GE Digital Hub Location


Locations: Hungary; Budapest

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.


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