General Electric Sr Application Operations Engineer in Miami, Florida

Role Summary:

The Digital Workplace Solutions (DWS) within CoreTech is responsible for delivering world class end user support. In this role, you will deliver L2 support on Personal Telecom, mobility, audio conferencing and global Wi-Fi services with a North America focus collaborating between L1/L3, Service owners, and operations. The role will work hand in hand with operations to Lead the L2 support team in identifying & resolving issues directly with GE Business users and vendors.

Essential Responsibilities:

  • Ensure the L2 team meets SLAs and facilitates 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

  • Effectively manage escalations to resolution

  • Engage with GE’s preferred vendors to ensure they continue to meet GE’s operational standards

  • Provide mobile device management (MDM) support across multiple platforms such as iOS and Android

  • Support quality initiatives for continuous service improvement & optimization

  • Engage with mobile carriers to trouble shoot and resolve hardware/service related issues

  • Assist in facilitating service requests such as procuring, provisioning and managing personal telecom assets across multiple providers

  • Identify opportunities to drive simplification of services, improve end-user experience and increase the business Net Promoter Scores (NPS)

  • Lead 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 Mobility/Telecom space

  • Participate in new technology pilots and programs to ensure end-user support readiness for go-live launches

  • Ensure support team readiness and availability

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

  • Provide support for acquisitions and divestitures to ensure seamless transitions into and out of GE

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

  • Work closely with the Quality, Knowledge, and Shift Managers within North America region.

  • Capture system level requirements by brainstorming with Sr. Architects, Data Scientists, Businesses & Product Managers

  • Demonstrate the understanding of Agile software development lifecycle and able to distinguish the core inputs and outputs in each cycle.

  • Engage in technical discussions; participate in technical designs and present technical ideas through white boarding

  • Work closely with your peers and keep engaging in a fast pace technical design and development team

  • Execute in a fast pace delivery mode and focus in delivering tasks to meet the product release goal

  • Seek and provide feedback on design and development

  • Demonstrate the ability to make informed technology choices after due diligence and impact assessment

  • Understand whole product, its modules and the interrelationship between them while being an expert in the assigned component or module

  • Possess advanced domain knowledge and show great customer focus. Expert in processes / methodologies and Skilled in build, release & deployment processes

  • Articulate the need for scalability and understand the importance of improving quality through testing.

  • Be an expert in writing code that meets standards and delivers the desired functionality using the technology selected for the project

  • Responsible for taking direct support cases from users of the GE’s Mobility 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

  • 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 knowledge base 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

  • Provide mentorship and guidance to team members Qualifications/Requirements: Basic Qualifications:

  • Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math) or equivalent years of practical experience in lieu of degree

  • A minimum of 8 years of professional experience in the technology space with emphasis on Mobility/Telecom Technical Support or Application Support OR Master’s degree with 6 years of experience in the technology space with emphasis on cloud/online service operations or SaaS/PaaS Technical Support or Application Support 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 (If Visa Sponsorship is No)

  • Must be willing to travel up to 10%

  • Must be willing to work out of an office located in Miami, Florida or Atlanta, Georgia Desired Characteristics:

  • Experience in a team operational leadership role

  • Excellent analytical and problem solving skills

  • Ability to work both autonomously and in constant collaboration with product owners, operations, and end users.

  • Ability to clearly communicate data through both verbal and written communications such as presentations, dashboards, and email updates

  • Excellent organizational, interpersonal and written communication skills are a must.

  • Able to successfully interact with all levels of the organization.

  • Strong work ethic & desire to learn

  • Experience working in a global atmosphere

  • Spanish language skills a plus

  • Knowledge and experience with ServiceNow

  • Demonstrated ability to drive results in a dynamic and fast pace environment

  • Drives change initiatives & strategies Technical Expertise:

  • Background in End User Support or End User Operations Engineering in large enterprise setting.

  • Experience with Mobile Device Management technologies such as MobileIron or other.

  • Investigate the possibilities of automation for self-service of end user support

  • Effectively manage escalations to resolution

  • Partner with product teams to plan and test automation solutions

  • Engage with GE’s preferred vendors to ensure they continue to meet GE’s operational standards

  • Provide mobile device management (MDM) support across multiple platforms such as iOS and Android

  • Participate in new technology pilots and programs to ensure end-user support readiness for go-live launches.

  • A technical engineer, with extensive experience in solving challenging issues in high pressure environment

  • Experienced with agile/iterative project methodology such as Scrum, preferably with experience using agile project management tools such as JIRA or Rally

  • 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, SaaS and Microservices architecture

  • Experience with monitoring and logging tools: New Relic, Nustar, Sensu, Nimsoft, Splunk and Logstash

  • Working experience with Java applications, networking concepts, virtualized environments, continuous integration, deployment and monitoring tools

  • Strong working experience with Java, Database and Unix/Linux and scripting skills

  • Ability to interact at all levels of the organization and with other GE businesses

  • Strong problem solving abilities and capable of articulating specific technical topics or assignments

  • Experience in building scalable and highly available distributed systems

  • Demonstrates clarity of thinking to work through limited information and vague problem definitions

  • Influences through others; builds direct and "behind the scenes" support for ideas

  • Able to work under minimal supervision

  • Excellent communication skills and the ability to interface with senior leadership with confidence and clarity# DTR 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.At GE Digital, we are creating technology and solutions to enable social, mobile, analytical and cloud capabilities for the Industrial Internet. The Industrial Internet is an open, global network that connects people, data and machines. It’s about making infrastructure more intelligent and advancing the industries critical to the world we live in.At GE, we believe it’s about the future of industry—energy, healthcare, transportation, manufacturing. It’s about making the world work better. GE is transforming itself to become the world's premier digital industrial company, executing critical outcomes for our customers. Explore how you can drive greater asset reliability, lower operating costs, reduce risk and accelerate operational performance with our Predix platform and software solutions.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, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. Locations: United States; Florida, Georgia; Miami, AtlantaGE will only employ those who are legally authorized to work in the United States for this opening.