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General Electric Sr Application Operations Engineer in Miami, Florida

Role Summary:

The Digital Workplace Sr Application Operation Engineer is responsible for managing and maintaining the system health of a suite of internal web and client platforms delivered to employees in support of their productivity with user’s Digital Workplace services. As the environment continues to evolve, they will be accountable for working closely with our end user community to resolve issues, and well as maintaining existing platform content and identify opportunities for further improvement.

Essential Responsibilities:

In this role, you will:

  • Become an expert in the wing-to-wing service delivery processes across the platform and accountable for identifying opportunities to improve and enhance the overall user experience

  • Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriately

  • Work directly with platform engineers and architects to help reproduce and resolve customer issues

  • Focus on maintaining and improving content across the ecosystem, including but not limited to service catalogues, CMDB & inventory, knowledge management and translations

  • Drive projects that improve support-related processes and our customers’ technical support experience with minimal guidance

  • Understand the high-level architecture of the platform, understanding the role each tool plays in the holistic environment, enabling quick and easy troubleshooting and root cause analysis when issues arise

  • Partner with the Product and QA teams, playing a key role in the application Quality Assurance, SIT, and UAT processes

  • Own regular reporting on system health, issue trends, and overall stability of ecosystem

  • Interface directly with the end user community, owning the resolution of support queries, as well as triaging tickets when service owner support/action is required

  • Drive customer communication during critical events and lead Root Cause Analysis identification

  • Be a subject matter expert in all foundational and parallel processes that are both integrated and facilitated by MyTech, including billing, HR (onboarding and exit) and support processes

  • Ensure robust Service Catalogue and Knowledge Management processes are in place, driving simplified administration where appropriate

  • Work closely with the leaders of GE’s end user helpdesk processes, partnering with business leaders to maintain the existing platform during the migration to MyTech

  • Responsible for writing and maintaining clear and concise end user and support documentation, including SOPs, guidelines and training material

Qualifications/Requirements:

Basic Qualifications:

  • Bachelor’s Degree in Computer Science or “STEM” Majors (Science, Technology, Engineering and Math)

  • A minimum of 4 years of professional experience in Information Technology

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

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

Desired Characteristics:

  • Extensive experience in solving challenging issues in high pressure environment

  • Self-starter with ability to manage multiple priorities in a fast-paced work

  • Strong problem solving and analytical skills demonstrated the ability to assimilate new information and understand complex topics

  • Excellent written and verbal communication skills, able to convey thoughts and messages in a clear and succinct manner

  • Proactively engages with cross-functional teams to resolve issues and design solutions using critical thinking and analytical skills and best practices

  • Demonstrated capability of working with both support staff as well as end users

  • Willing to become a subject matter expert across an application ecosystem

  • Passionate about Digital Workplace technologies with an interest in current and emerging technologies in this space

  • Eager to learn, share ideas, encourages and accepts feedback

  • Excellent organizational skills

  • Operates with a thorough, detail-oriented mindset

  • Knowledge of software development lifecycles including Agile methodologies

  • Familiarity with end user technology services

  • Eager to learn, share ideas, encourage and accept feedback

  • Excellent organizational skills, thorough, and detail oriented About Us: GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.com GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.pdf . Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law. Locations: United States; Florida; MiamiGE will only employ those who are legally authorized to work in the United States for this opening.

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