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Application Operations Engineer

  • GE Digital
  • Experienced
  • Posted 1/23/2018 12:51:19 PM
  • 3035670
  • Job Function: Digital Technology
  • Business Segment: Digital Technology
Location(s): Poland; Krakow


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.

Role Summary:
The Predix Cloud Engineering team is seeking experienced Software Support professionals to provide Technical Support for the Predix Cloud: The Software Platform for the Industrial Internet. The Cloud Support Engineer needs to have experience with supporting applications on the cloud that have services-based architectures; strong communication skills, and a motivation to achieve results in a fast-paced environment.

Essential Responsibilities:
  • Responsible for taking direct support cases from users of the GE’s Industrial Cloud PaaS & SaaS customers
  • Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs
  • Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriately
  • Work directly with service architects to help reproduce and resolve customer issues
  • Drive customer communication during critical events and lead retrospective meetings
  • Drive projects that improve support-related processes and our customers’ technical support experience with minimal guidance
  • Write tutorials, how-to videos, and other technical articles for the customer community and knowledgebase articles and keep them up-to-date
  • Work on critical, highly complex customer problems that may span multiple services
  • Participate in 24x7 on-call rotation and work with global teams
  • Collaborate with cross functional stakeholders


Qualifications/Requirements:
  • Bsc or Msc degree in a technical field, such as Computer Science or Information Systems or equivalent
  • Strong experience in the technology space with emphasis on cloud/online service operations or SaaS/PaaS Technical Support or Application Support
  • GE Leadership Program Graduates will get credit towards relevant work experience, commensurate to the program they have completed
  • Must be willing to travel if required
  • Must be willing to work out of an office located in Krakow, Poland


Desired Characteristics:
  • A support analyst, with extensive experience in solving challenging issues in high pressure environment
  • Understanding of ITIL processes
  • Excellent communicator, works well in a team environment, and welcomes challenges
  • Self-starter with ability to manage multiple priorities in a fast-paced work environment
  • Strong problem solving and analytical skills demonstrated the ability to assimilate new information and understand complex topics
  • Background and experience in emerging technologies in cloud, IaaS, PaaS and SaaS
  • Experience with monitoring and logging tools such as New Relic.


Technical Expertise:
  • Working experience with applications of all languages, networking concepts, servers (Windows & Unix), databases, cloud solutions and IT compliance
  • An understanding of interfaces, middleware and data governance is beneficial
  • An ability to translate business processes to understand how the data flows between systems
  • Self-learner with the ability to research new technology and educate their fellow colleagues on their learnings


Business Acumen:
  • Strong oral and written communication skills
  • Strong business analysis and problem-solving skills
  • Knowledge of health regulatory and Pharmacovigilance applications is preferred
  • Proactively engages with cross-functional teams to resolve issues and design solutions using critical thinking and analytical skills and best practices
  • Ability to interact at all levels of the organization and with other GE businesses


Locations: Poland; Krakow

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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