Staff Systems Administration Engineer
GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.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.
Digital Workplace Technologies (DWT) within GE Digital is responsible for delivering world class end user products, services, and support.
In this role, you will deliver and support email service operations globally as a Level3 Email Messaging and Applications Engineer.. This role is responsible for enhancing the user experience by continuously improving the service and experiences, and ensuring email services are always up and running and available to end users.
In this role, you will:
+ Manage a vendor support team of technical and functionalexperts, interacting directly with other cross-functional support teams for timely resolution ofproduction application issues
+ Work with business / IT leaders and users for prioritizationof critical issues and work towards resolution
+ Ensure conformance to generic ERP Operations supportstandards / practices
+ Coach / monitor contingent staff in ERP Operations supportstandards / practices
+ Responsible for internal IT processes like Change ControlBoard, patch application testing, coordination and communication for outages etc.
+ Conduct performance and Ops reviews for the leadership andstakeholders (IM and Functional) by using and owning established Service Delivery metrics
+ Own and be responsible for Open cases reduction, RCAs andrecurring issues reduction, SLAs, TAT
+ Work with cross P&L teams ensuring system availabilityand minimal planned and unplanned outages
+ Work with IM Risk and Security team and ensure all the SOXand controllership requirements are met including policies, standards and documents and the ERPis compliant
+ Serve as domain and ERP expert and drive / be accountablefor operational excellence as well as stabilization of Operations into OM process area
+ Should be able to guide and direct the team in OM and Supplychain areas utilizing his/her expertise and assisting the team for any roadblocks
+ Build strong team relationships with multiple stakeholdersincluding IM owners, business SPOCS, support teams, and end users.
+ Receive and resolve Voice of the Customer (VOC) feedback andpass on to leadership
+ Partner with P&L and help carve out and lead mandatorycompliance, productivity and business required initiatives going beyond day-to-day operations
+ As required, collaborate across IM Operations team and leadinitiatives as a part of Grid Solutions Application support team
+ Maintain effective relationships with peers and vendors tointegrate the program into the overall Grid Solutions strategic organization objectives andactivities
+ Bachelor's Degree in Information Systems, InformationTechnology (IT), Computer Science or any Engineering streams
+ Minimum 5 years of IT experience, working in or leading ERP/ non-ERP Operations
+ Legal authorization to work in the U.S. is required. We willnot sponsor individuals for employment visas, now or in the future, for thisjob opening
+ Must be willing to travel <5>
+ Must be willing to work out of an office located in Miami,FL.
+ Experienced with Microsoft Exchange, Exchange Online,Microsoft AD, Windows Server 2008/2012, DNS, IIS, Networking and ExchangeServer. Expert on O365, EXOL, Proofpoint/Email Spam Filtering
+ Expert in Microsoft's Active Directory architecture, and management
+ Manage and support the Exchange Online (EXOL) service andfunction as a L3 expert on the Email service within GE and accountable foridentifying opportunities to improve overall user experience. Work totransition Legacy On Premise email users to Exchange Online;
+ Provide support for acquisitions and divestitures to ensureseamless transitions into and out of GE's email environment
+ Work on scripting: develop, and maintain complex scripts insupport of operational and project/migration objectives
+ Understand and own the tools required to manage emailservice: O365 Admin Portal for managing EXOL, Internal GE identity admin tools(IDMAdmin to manage on premise email, ManageIDM object management tool forEXOL), Proofpoint spam filtering, and Powershell to track whether changesthrough ManageIDM or IDMAdmin are replicated to EXOL/OnPrem, respectively
+ Responsible for engaging with Microsoft's technical supportteams from as needed and coordinating issue resolution
+ ITIL certification; Knowledge and experience withServiceNow, IT Service Management toolsets
+ Ensure the service meets SLAs and facilitate metricsreporting
+ Assist & own the preparation of end user supportdocumentation and knowledge
+ Investigate the possibilities of automation for self-serviceof end user support
+ Able to manage and sort out complex problems with accuracy
+ Support end user issues by providing the effective solutions
+ Partner with other product teams as needed to plan and testautomation solutions
+ Drive and support initiatives to increase the business NetPromoter Scores (NPS)
+ Identify efforts to improve and simplify End-User experienceby reducing the volume of tickets, reducing touch points, improve accountability,and driving the usage of the self-service tools and other programs such as"shift left" within the Email service
+ Initiate new technology pilots and programs to ensureend-user support readiness for go-live launches
+ Drive a higher level of customer satisfaction by improvingsupport team quality, knowledge, and training
+ Previous experience in the management of cross-functionaloperations / initiatives and tough stakeholders
+ Global mindset, ability to manage and collaborate across abroad and diverse set of customers and stakeholders
+ Ability to coach & train, motivate team to adoptstandards & methodologies
+ A technical engineer, with extensive experience in solvingchallenging issues in high pressure environment
+ Demonstrated strong written and oral communication skills;Highly motivated, self-starter
+ Analytic, creative and business focused problem solver
Locations: United States; Florida; Miami
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.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 conditional upon the successful completion of a background investigation and drug screen.