Sr Application 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.

Job Description

Role and Responsibilities

In this role, you will:

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 escalate 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 escalate to vendors

Required Qualifications

Degree in Computer Science or “STEM” Majors (Science, Technology, Engineering and Math) with 4 plus years’ experience in digital operations

NOTE: Military experience is equivalent to professional experience.

Desired Qualifications

Technical Expertise:

Experience with the machine connectivity, Overall Operations Effectiveness (OOE), LEAN tools & Operations and/or data visualization

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; is 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 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

Personal Attributes:

High level of energy and enthusiasm with the ability to thrive in a rapidly changing environment

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

Analytical and 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

This role requires access to U.S. export-controlled information. If applicable, final offers will be contingent on ability to obtain authorization for access to U.S. export-controlled information from the U.S. Government.

Additional Information

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer (https://www.eeoc.gov/sites/default/files/2022-10/22-088EEOCKnowYourRights1020.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).

Relocation Assistance Provided: No