Work within the DWT Technical Operations function as a people leader, leading a team of engineers responsible for operations of DWT Meeting Messaging & Document Management platforms
Complete accountability and ownership over the operational stability of DWT Meeting Messaging & Document Management platforms, tools & services
Maintain a solid understanding of a complex Meeting Messaging & Document Management ecosystem which has several integrations into other systems including but not limited to; endpoint and mobility solutions, security tools, identity platforms, authentication systems, internal operational tools and other systems
Development of systems and processes for engineers to handle complex issues and perform advanced troubleshooting for DWT Meeting Messaging & Document Management tools and integrated systems
Liaise with operations management team to document platform monitoring requirements and work to configure and set up a multi-tiered monitoring & alerting system
Establish a process and framework in which critical changes can be implemented to production systems with limited or no disruption to the end users
Establish an ongoing cadence with the Change Management team to schedule changes and ensure proper awareness of those changes are provided to relevant stakeholders
Review Change Awareness reports from other teams within the digital technology department to assess impact to end users, Meeting Messaging & Document Management tools and platforms
Lead a team of systems administrators responsible for Level 3 incident & request management
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
Opening and tracking problem cases as a result of critical incidents, architectural defects or service advisories
Working with the internal team, cross-functionally and with suppliers to ensure the cases are being prioritized and handled to resolution
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
Implementing product enhancements and code updates to ensure platforms are kept current and up to date, following standard change control processes and procedures
Working with the suppliers and the cyber security team to identify security vulnerabilities and perform security patching on managed servers and hardware
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 platform automation are being identified, logged, prioritized, and implemented
Ensuring the active automation processes are being tracked and periodically reviewed
Engage with various stakeholders including the DWT Enterprise Architecture and Product Management teams to review, test, and implement NPI requests
Working with the internal team to ensure support teams are being properly trained on existing, new, and upcoming services and releases
Documentation Management including platform architecture, inventory of resources and assets, SOPs, system configuration, and BCP
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
Liaise with the cyber security team to ensure least privilege access policies are being adhered to for all administrative access to production systems and that access is managed via SAPM or PAM
Proper documentation for all administrative permissions, access controls and admins who have access to systems
Implement governance around granting, reviewing, and revoking access to all systems
Work with the Digital Forensics team as needed on cases involving the need to export data or snapshot images for investigation
Work with the team to track list of improvements needed from suppliers or internal cross-functional stakeholders
Engage with the relevant parties to identify opportunities for improvements
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 Meeting Messaging & Document Management portfolio

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 of professional experience in IT Meeting Messaging & Document Management tools (e.g. Microsoft Services, Email, Document Meeting Messaging & Document Management tools etc.)
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 Meeting Messaging & Document Management 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
Strong work ethic & desire to learn
A commitment to continuous improvement
Experience working in a global atmosphere
Knowledge and experience with ServiceNow.
Demonstrated ability to drive results in a dynamic and fast-pace environment.

Benefits

Healthcare benefits include medical, dental, vision, and prescription drug coverage
Access to a Health Coach from GE Aerospace
Employee Assistance Program, which provides 24/7 confidential assessment, counseling and referral services
Retirement benefits include the GE Aerospace Retirement Savings Plan
401(k) savings plan with company matching contributions and company retirement contributions
Access to Fidelity resources and planning consultants
Tuition assistance
Adoption assistance
Paid parental leave
Disability insurance
Life insurance
Paid time-off for vacation or illness

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT Meeting Messaging toolsDocument Management toolsadvanced troubleshootingincident managementchange managementautomationsecurity patchingreportinggovernancekey performance indicators (KPIs)

Soft Skills

strong written communicationanalytical skillsproblem-solving skillsorganizational skillsinterpersonal skillsability to operate under ambiguityautonomous workcommitment to continuous improvementdrive resultsdesire to learn