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General Electric Senior Directory Services Operations Engineer in Bengaluru, India

Job Description Summary

Responsible for supporting and maintaining multiple Identity and Access Management user and customer-facing directories and related data processing platforms and services.

Ensures directories are consistently available and are highly performant meeting customer needs.

Job Description

Roles and Responsibilities

In this role, you will:

  • Execute day to day application maintenance, processing and user support for multiple GE directories.

  • Effectively manage escalations to resolution

  • 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

  • Investigate root cause for identified problems and recommend solutions

  • Develop and implement solutions for defects and when appropriate collaborate with IAM engineering team on solutions

  • Define requirements for and/or develop automated monitoring and alerting solutions to drive performance and availability.

  • Be aware of system-wide changes and application deployments that might impact application availability for users

  • Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training

  • Partner with other regional teams and services owners to share and promote best practices and lessons learned

  • Drive customer communication during critical events and lead retrospective meetings

  • Drive root cause investigation implementing any learnings or improvement opportunities

  • Assist & own the preparation of end user support documentation and knowledge

  • Proactively plan for upcoming changes

  • Provide mentorship and guidance to team members

  • Inform and train all support teams on new/changed processes/services and drive operational process rigor

  • Collaborate with cross functional stakeholders

  • Ensure support team readiness and availability

  • Partner with product service owners on new service introductions, change, and transition to operations

Education Qualification

Bachelor's Degree in Computer Science or “STEM” Majors (Science, Technology, Engineering and Math) with advanced experience.

Desired Characteristics

Technical Expertise:

  • Experience with one or more of the following products:

  • Federated Authentication and Authorization (Ping, CA, Okta)

  • Directory Services (Ping, Oracle, CA, AD, LDAP, Radiant Logic)

  • Data Analytics (Splunk, Ping, Oracle)

  • Identity Governance and Administration (SailPoint)

  • Scripting and Automation (Python, Java, Node.js, Chef, Ansible)

  • Understand concepts of setting and driving technical direction

  • Familiar with elements of gathering functional requirements

  • Understand technical standards & concepts to apply to project work

  • Interest in current and emerging technologies demonstrated through training, job experience and/or industry activities

Business Acumen:

  • Understand key cross-functional concepts that impact the organization; is aware of business priorities and organizational dynamics


  • Coach and mentor team members.

  • Deliver tasks on-time with alignment to architectural goals. Can identify and raise issues, risks and benefits

  • Participate in change initiatives by implementing new directions and providing appropriate information and feedback

Personal Attributes:

  • High level of energy and enthusiasm with the ability to thrive in a rapidly changing environment

  • Demonstrated customer focus – evaluates decisions through the eyes of the customer; builds strong customer relationships; creates processes with customer viewpoint; partners with customers

  • Change oriented –actively generates process improvements; champions and drives change initiatives; confronts

  • Ability to work with global teams, act independently and as part of a team

  • Apply values, policies, procedures and precedent to make timely, routine decisions of limited, clear choice

  • Open-minded to new perspectives or ideas. Consider different or unusual solutions when appropriate

  • Resolve day-to-day issues related to strategy implementation. Escalate issues that impact the client and/or strategic initiatives

  • Strong analytical and strong problem solving skills - communicates in a clear and succinct manner and effectively evaluates information/data to make decisions; anticipates obstacles and develops plans to resolve

Additional Information

Relocation Assistance Provided: No