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.
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
Bachelor's Degree in Computer Science or “STEM” Majors (Science, Technology, Engineering and Math) with advanced experience.
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
- 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
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
Relocation Assistance Provided: No