Operations Tech Lead with Security Clearance

---

Job description

Job Description Summary Edison Works' Advanced Programs are a key growth area in GE Edison Works, GE Aviation and GE Aviation MSO portfolio with revenue growing 2x over the next 5 years. This cross functional organization partners across product management, engineering, ops, supply chain, DT and security to deliver that growth! Come join the DT team who is critical to success of the scale! The Staff End User Support Engineer will be responsible for fully understanding the full stack technical solutions within their aligned classified production environment program spaces to ensure they are able to address/close tickets that arise and partner with the rest of the Edison Works Digital Technology org for any new technology being deployed. As well as being the point of contact with the program users and their leadership to help escalate and mitigate issues as they arise, in addition to coaching end users on processes by which to engage with the Edison Works Digital Technology organization. Leads will be well-versed in FLIGHT DECK (Lean) principles to drive continuous improvement both in their program spaces as well as across compound. Job Description Roles and Responsibilities In this role, you will: Research, troubleshoot and lead resolution of issues involving all aspects of customer-facing solutions, including (but not limited to) user interface, product functionality, application performance, data collection/storage, analytics, and customer data. Review end-to-end customer support processes to proactively identify gaps and prioritize/execute IT process improvements that increase customer satisfaction and contribute to overall customer success. Interface directly with customers to triage application-related issues and drive prompt resolution by working with cross-functional business teams. Provide timely, proactive communications to stakeholders on significant issues and developments. Develop and report on metrics, including operational metrics, case statistics, and customer surveys. Serve as the single point of contact for the customer via verbal and written communication. Adhere to all processes and methodology for Knowledge Centered Support and create knowledge content. Participate in key initiatives as a project member owning tasks and delivering results to achieve defined project goals. Education Qualification Bachelor's degree from accredited university or college with minimum of 4 years of professional experience OR Associates degree with minimum of 7 years of professional experience OR High School Diploma with minimum of 9 years of professional experience
Minimum 3 years of professional experience in Distinct Area of Work (DAW) or IT
Note: Military experience is equivalent to professional experience Eligibility Requirement: Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job. Desired Characteristics Able to hold and maintain active US DOD "Secret" Security Clearance ELIGIBILITY REQUIREMENTS with "Top Secret" preferred: This role requires use of technical data subject to U.S. Government contract restrictions and this posting is only for U.S. Citizens. GE will require proof of status prior to employment Technical Expertise: Experience in sustainment engineering, technical customer support, or software development Experience in ServiceNow or other ITIL IT Service Management solutions Proficient with common desktop applications such as Excel, Word, PowerPoint Hands on operations experience with 24x7x365 technical operations, including (but not limited to) multiple applications, OS, and network level support Experienced in design, performance, availability and scalability of infrastructure Business Acumen: Demonstrated customer focus - evaluates decisions through the eyes of the customer, builds strong customer relationships, creates processes with customer viewpoint and partners with customers to help shape their future initiatives Ability to manage to aggressive deadlines while staying true to strategic outcomes Ability to understand and communicate complex business, and technical issues clearly and accurately Ability to translate vision/mission into actionable, quantitative plans Personal Attributes: Ability to influence and build strong relationships with peers and senior managers in various geographical locations Strong analytical, planning and organizational skills to manage multiple tasks and processes effectively Excellent written and verbal

<!– job description page –>