General Electric Application Operations Engineer in Roanoke, Virginia
Job Description Summary
Responsible for keeping the applications up and running with appropraite performance with collaboration from operational teams and Service owners. This role is responsible for enhancing the user experience by continuously improving the service availability and experience.
Roles and Responsibilities
In this role, you will:
Work hand in hand with operations and engineering teams in identifying & resolving issues directly with end users and vendors
Diagnose and resolve incidents reported by our alerting tools within SLA minimizing the time to resolve.
Participate in outage calls and play the role assigned as per the Incident Management role assigned
Become an expert on product service within GE and accountable for identifying opportunities to improve overall user experience
Support end user issues by providing the effective solutions
Be aware of system-wide changes and application deployments that might impact application availability for users
Effectively manage escalations to resolution
Partner with product teams to onboard correlation Splunk queries and corresponding alerts along with receiving, understanding and accepting SOPs for the same.
Engage with the vendor to trouble shoot and resolve an issue within the product
Support quality initiatives for continuous service improvement & optimization
Measure application performance and availability against published SLA’s and operational commitments
Drive to increase the business Net Promoter Scores (NPS)
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
Participate in new technology pilots and programs to ensure end-user support readiness for go-live launches
Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training
Take incidents to their logical closure either by opening up problems, defects, RCAs and tracking the same to closure working with engineering teams.
Be on-call rotation to manage incidents as per the schedule.
Bachelor's Degree in Computer Science or “STEM” Majors (Science, Technology, Engineering and Math) with minimum 2 years of experience
Eligibility Requirements: “ Legal authorization to work in the U.S. is required. We are open for sponsorship.
As a federal government contractor, GE requires U.S. employees to be fully vaccinated against COVID-19 unless you receive an approved medical or religious accommodation. Proof of vaccination will be required.
Experience with any SAAS based product
Background and experience in emerging technologies in cloud, IaaS, PaaS, SaaS and Microservices architecture
Experience with agile/iterative project methodology & tools
Ability to participate in on call rotation
Strong oral and written communication skills
Strong business analysis and problem solving skills
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
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
quired from each individual employee as set out in their respective employment contract and/or as otherwise agreed between an employee and their manager.
This role is restricted to U.S. persons (i.e., U.S. citizens, permanent residents, and other protected individuals under the Immigration and Naturalization Act, 8 U.S.C. 1324b(a)(3)) due to access to export-controlled technology. GE will require proof of status prior to employment.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer (https://assets.phenompeople.com/CareerConnectResources/GE11GLOBAL/en_global/desktop/assets/images/poster_screen_reader_optimized_w_supplement.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.
GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
As a federal government contractor, GE requires U.S. employees to be fully vaccinated against COVID-19, unless an employee is in a state where this requirement is temporarily paused for federal contractors. Proof of vaccination will be required.
Relocation Assistance Provided: Yes