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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.
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 activities
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
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 <5%
Must be willing to work out of an office located in Miami, FL.
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
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
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
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
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