• Job Description

  Req#: R3740540

  Job Description Summary

  Digital Workplace Technologies (DWT) within GE Aerospace is responsible for delivering world class services.
  
  In this role, you will work within the DWT Technical Operations function leading the Operations Management group globally as a Sr Manager – Digital Operations. This is a project-based role where you will be responsible for execution of the DWT Operations Management strategy to lead the team responsible for internal DWT technical operations and implementation of the 24/7/365 always-on operations model. This people leader role is responsible for leading a globally distributed team, focusing on a high level of operational excellence, a commitment to continuous improvement, ensuring GE Aerospace DWT production environment is always secure and available to end users.

  Job Description

  Essential Responsibilities:

  • Work within the Digital Workplace Technical Operations function as a people leader, leading a team responsible for Shift Management, Problem Management, Change Management, Platform Monitoring, Data & Analytics, Document Management, Support Alignment and Technical Specialists.
  • Complete accountability and ownership over the operational stability of the DWT production environment and driving the tempo of the overall day-to-day DWT technical operation.
  • Lead a team of Shift Managers responsible for 24/7/365 daily operations activities including case queue management, team scheduling, daily operations reporting and critical incident management.
  • Lead a team of Technical Specialists responsible for 24/7/365 System Monitoring, End User Engagement & Troubleshooting, and Supplier Case Management.
  • Design and develop DWT wide Platform Monitoring architecture and system and work with the product domain specialists to configure and inventory alerts and integration into the unified monitoring dashboard.
  • Work with the DWT Data & Analytics team on an ongoing basis to ensure that product systems are integrated for product and usage metrics.
  • Ensure the DWT technical operations team is fully aligned with the DWT support team and leading a shift left initiative.
  • Define Documentation Management standards within the DWT technical operations function, to ensure standardization of SOPs, runbooks, playbooks, and document collaboration systems.
  • Define Change Management standards and lead weekly change controls within the broader DW team, ensuring compliance with both team and organization standards. Intake of global change awareness throughout the broader Digital Technology function and ensure regular rhythms with key stakeholders to disseminate information throughout the team.
  • Oversee Program Management initiatives and projects.
  • Responsible for ITSM Management and Service Now configuration for all DWT applications and services
  • Lead Problem Management within the DWT technical operations function to ensure all DWT critical incidents, crisis and problem protocols are established and tickets are properly handled and coordinated throughout the organization.
  • Ensure DWT operations team is tightly aligned with support teams on case management processes and procedures adhering to adopted ITIL processes. Accountability of the lifecycle of tickets wing to wing from inception to close of the ticket.
  • Ensuring the team is aligned with the DWT technical operations critical incident management process. Establish protocols for triage during a global outage, critical incident, or crisis scenario. Ensure resources are available and to drive issues to full resolution. Regularly communicate status updates to relevant stakeholders during and post-incidents.
  • Develop and track team key performance indicators (KPIs) & create bowlers to measure progress.
  • Establish operational metrics relevant for managed services and liaise with the DWT Data & Analytics team to integrate into analytics platform and dashboard.
  • Host weekly team meetings and monthly business reviews for internal team to discuss relevant topics.
  • Align with the DWT Software: Automation team to ensure opportunities for automation are being identified, logged, prioritized, and implemented. Ensuring the active automation processes are being tracked and periodically reviewed.
  • Working with the internal team to ensure support teams are being properly trained on existing, new, and upcoming services and releases.
  • Working with various stakeholders to identify any required custom reporting for the internal team or businesses. Automating these reports when needed and ensuring proper tracking and periodic review.
  • Accountable for identifying opportunities to improve overall user experience.
  • Ensure the service meets SLAs and facilitate metrics reporting.
  • Drive to increase the end user satisfaction by adoption of lean methodologies.
  • Identify efforts to improve and simplify end-user experience by 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 endpoint portfolio.

  Qualifications / Requirements

  • Bachelor’s degree from accredited university or college with minimum of 6 years of professional experience OR Associates degree with minimum of 9 years of professional experience OR High School Diploma with minimum of 11 years of professional experience
  • Minimum 3+ Years’ professional experience working with IT Digital Workplace Technologies.
  • Note: Military experience is equivalent to professional experience

  • Eligibility Requirement:

    -Legal authorization to work in the U.S. or Indiais required. We will not sponsor individuals for employment visas, now or in the future, for this job.

  Desired Characteristics

  • 5+ Years’ experience as a people leader of IT services.
  • Strong written and communications skills.
  • Ability to operate under ambiguity or with incomplete technical or business requirements.
  • Excellent analytical and problem-solving skills.
  • Ability to work both autonomously and in constant collaboration with product managers, architects, operations, and end users.
  • Ability to clearly communicate data through both verbal and written communications such as presentations, dashboards, and email updates.
  • Excellent organizational, interpersonal, and written communication skills are a must. Able to successfully interact with all levels of the organization.
  • Strong work ethic & desire to learn.
  • A commitment to continuous improvement.
  • Experience working in a global atmosphere.
  • Language skills over and above English is a plus.
  • Knowledge and experience with ServiceNow.
  • Demonstrated ability to drive results in a dynamic and fast-paced environment.
  • Drives change initiatives & strategies.

  Note for US Candidates:

  The salary range for this position is $127,900-$213,200. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location. In addition, this position is eligible for a performance bonus/variable incentive plan.

  GE provides a comprehensive benefits package that provides access to plans which support the overall wellbeing of our employees and their dependents. These benefits include, but are not limited to, healthcare coverage (medical, dental, vision, pharmacy), a retirement plan that includes Company Retirement Savings and a 401K with Company matching, Life Insurance options, Disability coverage, paid time-off, EAP, and more.

  Additional Information

  GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE 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 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

  #LI-Remote - This is a remote position

• About the company

  GE rises to the challenge of building a world that works. Learn how our dedicated team, leading technology, and global reach and capabilities help the world work more efficiently, reliably, and safely.

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