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Staff Systems Administration Engineer

  • GE Digital
  • Experienced
  • Posted 12/20/2017 3:51:16 PM
  • 3037316
  • 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.
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:
Digital Workplace Technologies (DWT) within GE Digital is responsible for delivering world class end user products, services, and support.
In this role, you will deliver and support email service operations globally as a Level3 Email Messaging and Applications Engineer.. This role is responsible for enhancing the user experience by continuously improving the service and experiences, and ensuring email services are always up and running and available to end users.

Essential Responsibilities:

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 ERP Operations support
    standards / practices
  • Coach / monitor contingent staff in ERP 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, TAT
  • 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 ERP
    is compliant
  • Serve as domain and ERP expert and drive / be accountable
    for operational excellence as well as stabilization of Operations into OM process area
  • Should be able to guide and direct the team in OM and Supply
    chain areas utilizing his/her expertise and assisting the team for any roadblocks
  • Build strong team relationships with multiple stakeholders
    including IM owners, business SPOCS, support teams, and end users. 
  • 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
  • As required, collaborate across IM Operations team and lead
    initiatives as a part of Grid Solutions Application support team
  • Maintain effective relationships with peers and vendors to
    integrate the program into the overall Grid Solutions strategic organization objectives and


Basic Qualifications:

  • Bachelor's Degree in Information Systems, Information
    Technology (IT), Computer Science or any Engineering streams
  • Minimum 5 years of IT experience, working in or leading ERP
    / non-ERP Operations

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 opening
  • Must be willing to travel
  • Must be willing to work out of an office located in Miami,

Desired Characteristics:

Technical Expertise:

  • Experienced with Microsoft Exchange, Exchange Online,
    Microsoft AD, Windows Server 2008/2012, DNS, IIS, Networking and Exchange
    Server. Expert on O365, EXOL, Proofpoint/Email Spam Filtering
  • Expert in Microsoft’s Active Directory architecture, and management
  • Manage and support the Exchange Online (EXOL) service and
    function as a L3 expert on the Email service within GE and accountable for
    identifying opportunities to improve overall user experience. Work to
    transition Legacy On Premise email users to Exchange Online;
  • Provide support for acquisitions and divestitures to ensure
    seamless transitions into and out of GE’s email environment
  • Work on scripting: develop, and maintain complex scripts in
    support of operational and project/migration objectives
  • Understand and own the tools required to manage email
    service: O365 Admin Portal for managing EXOL, Internal GE identity admin tools
    (IDMAdmin to manage on premise email, ManageIDM object management tool for
    EXOL), Proofpoint spam filtering, and Powershell to track whether changes
    through ManageIDM or IDMAdmin are replicated to EXOL/OnPrem, respectively
  • Responsible for engaging with Microsoft’s technical support
    teams from as needed and coordinating issue resolution
  • ITIL certification; Knowledge and experience with
    ServiceNow, IT Service Management toolsets

Business Acumen:

  • Ensure the service meets SLAs and facilitate metrics
  • Assist & own the preparation of end user support
    documentation and knowledge
  • Investigate the possibilities of automation for self-service
    of end user support
  • Able to manage and sort out complex problems with accuracy
  • Support end user issues by providing the effective solutions
  • Partner with other product teams as needed to plan and test
    automation solutions
  • Drive and support initiatives to increase the business Net
    Promoter Scores (NPS)
  • Identify 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 Email service
  • Initiate new technology pilots and programs to ensure
    end-user support readiness for go-live launches
  • Drive a higher level of customer satisfaction by improving
    support team quality, knowledge, and training
  • Previous experience in the management of cross-functional
    operations / initiatives and tough stakeholders
  • Global mindset, ability to manage and collaborate across a
    broad and diverse set of customers and stakeholders
  • 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

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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