OnStar Connected Services Systems Engineer Supervisor

OnStar Connected Services Systems Engineer Supervisor – TP

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This role will lead a team of OnStar Connected Services Systems Engineers (OCSSE) who work cross-functionally collaborating with GM business/product owners, IT development and operations, and the business operations teams, to ensure a flawless end-to-end customer experience for our subscribers. Responsibilities include performing technical validation and root cause analysis, developing system service level objectives, detailing technical/validation steps, building analytical tools using database tools and methodologies and resolving Level 3 technical customer cases.

This Lead position will support and work with the OnStar Connected Services Systems Engineers to ensure fulfillment of staffing obligations, and monitor, report and analyze case load, aged cases and related metrics. This role is the TP liaison between the GM team/business owners and TP leadership.

• First line supervision of all OnStar Connected Services Systems Engineers. Duties include performance monitoring and schedule adherence, work monitoring, coaching, motivating (individual, team) and administering disciplinary action. Acts as escalation point for engineers. Required to communicate effectively with General Motors, TP management, and customers.
• Managerial functions of planning, organizing, and fulfillment of day-to-day tasks to ensure efficiency, and leadership functions of inspiring, motivating, and influencing the team. Set goals, delegate tasks, solve problems, foster a positive work environment, create vision and empower employees.
• Perform OCSS engineers’ duties as needed to ensure proper coverage/productivity throughout the day and manage day-to-day key performance metrics.

• Design, develop, and refine performance metrics that represent service delivery performance.
• Build and maintain reporting and analytics to show system and customer performance.
• Understand & document system workflows, associated back-end interactions, and ecosystem of various services including but not limited to In-Vehicle Apps.
• Investigate end-to-end system performance and customer experience issues and apply sound technical judgment to data to resolve them.
• Identify system performance gaps, build and execute improvement plans.
• Ensure adequate system requirements are documented.
• Possess a high level of analytical ability to assess and identify appropriate alternative courses of action for complex problems.
• Design, develop, and implement desktop applications and/or processes to automate routine tasks as necessary to facilitate analysis activities.

• Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent Engineering or related degree, or equivalent experience.
• Minimum 3–5 years’ experience in a technical role.
• Must be flexible to work any 5 days of the week and any 8 hours between 8 AM–9 PM EST (Onsite in Warren, Michigan 3 x a week and remote work 2 x a week).
• Demonstrated experience successfully managing and leading a team of people to achieve key performance indicators and other common goals.
• Proficiency using and interacting with relational database structures and SQL query development experience.
• Familiarity with Power BI/ Tableau reporting systems.
• Familiarity with some of the following:
  Azure Databricks, Big Data (Hadoop/Teradata), Python, Pyspark, ELK, Maxis, HUE, basic knowledge about APIs, XM Discover/Clara bridge (sentiment analytics), Salesforce, Heap/Adobe Analytics.
• Sound organizational skills to prioritize work to be executed.
• High level of analytical ability where problems are complex and difficult.
• Demonstrated technical and professional skills in job-related area required.
• Familiarity with operational procedures, protocols and communication paths.
• Understanding of application architecture and design principles related to system integration of client components, web services, and databases.

Associate

Full-time

Information Technology and Engineering

Outsourcing and Offshoring Consulting