Sr Applications Operations Engineer

GE Aerospace•Durham, CA

2d•Onsite

About The Position

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.

Requirements

Bachelor’s degree from accredited university or college with minimum of 2 years of professional experience OR Associates degree with minimum of 5 years of professional experience OR High School Diploma with minimum of 7 years of professional experience
Legal authorization to work in the U.S. is required.
Must be a U.S. Person as one of the following: U.S. lawful permanent resident, U.S. Citizen, have been granted asylee or refugee status.

Nice To Haves

Experience with the product
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
Understand key cross-functional concepts that impact the organization; is aware of business priorities and organizational dynamics
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
High level of energy and enthusiasm with the ability to thrive in a rapidly changing environment
Demonstrated 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
Strong analytical and strong 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

Responsibilities

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