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
• Responding and delegating support cases from application customers
• Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalates appropriately
• Drive customer communication during critical events and lead retrospective meetings
• Improve support team quality, knowledge, and training to drive higher customer satisfaction
• Investigate root causes and implement learnings or improvements opportunities
• Drive projects that improve customer experience, application process or performance with minimal guidance
• Assist and 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 with vendors and other in‑house support tech teams
• 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, reducing need to escalated to vendors

• Bachelor’s degree from an accredited university or college with a minimum of 2 years of professional experience
• Associate’s degree with a minimum of 5 years of professional experience
• High School Diploma with a 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.

• Technical Expertise: 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.
• Business Acumen: Understand key cross-functional concepts that impact the organization; aware of business priorities and organizational dynamics.
• Leadership: 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 in alignment with architectural goals; can identify and raise issues, risks and benefits; participate in change initiatives by implementing new directions and providing feedback.
• Personal Attributes: High level of energy and enthusiasm with ability to thrive in a rapidly changing environment; demonstrate customer focus; build strong customer relationships; create processes with customer viewpoint; partner with customers; change oriented—actively generate process improvements; confront issues; good analytical and problem solving skills; communicate clearly and succinctly; apply values, policies, procedures and precedent to make timely decisions; open‑mind to new perspectives or ideas;
  
  resolve day‑to‑day issues; escalate impacts.

• 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, or have been granted asylee or refugee status.
• Note to comply with U.S. immigration and other legal requirements, it is necessary to specify the minimum number of years’ experience required for any role based within the USA.

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. GE Aerospace 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).