Sr Operations Engineer

Job Description Summary

Responsible for supporting and maintaining multiple user and customer-facing applications and related data processing platforms and services. Ensures the user-facing business applications are consistently available and are highly performant meeting customer needs.

• Execute day to day application maintenance, processing and user support
• Responsible for responding/delegating support cases from application customers
• Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or elevate appropriately
• Drive customer communication during critical events and lead retrospective meetings
• Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training
• Drive root cause investigation implementing any learnings or improvement opportunities
• Drive projects that improve customer experience, application process or performance with minimal guidance
• 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
• Investigate the possibilities of automation for self-service of end user support
• Manage and lead the enhanced service collaboration vendor & other in-house support tech team
• Partner with product service owners on new service introductions, change, and transition to operations
• Manage and drive relationship with suppliers reviewing innovative ideas and improving resolution, by reducing the need to escape to vendors

Bachelor’s degree from accredited university or college with minimum of 2 years of professional experience OR Associates degree with minimum of 5 years of professional experience OR High School Diploma with minimum of 7 years of professional experience.

Note:

Military experience is equivalent to professional experience.

• 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.

• Experience with the product
• 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.
• Familiar with concepts of costing hardware and software components. Works to assure work is on-time and within budget.
• 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-mindedly 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.

GE Aerospace is an Equal Opportunity Employer. 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.

This role requires access to U.S. export-controlled information. Therefore, employment will be contingent upon the ability to prove that you meet the status of a U.S. Person as one of the following: U.S. lawful permanent resident, U.S. Citizen, have been granted asylee or refugee status (i.e., a protected individual under the Immigration and Naturalization Act, 8 U.S.C. 1324b(a)(3)).

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