Job Description Summary

Responsible for delivering product service support globally collaborating with operational teams and Service owners. This role is responsible for enhancing the user experience by continuously improving the service and experience.

Job Description
Roles and Responsibilities
In this role, you will:

• Strive to provide excellent customer service to employees from GE Businesses
• Work hand in hand with operations in identifying & resolving issues directly with end users and vendors
• Become an expert on product service within GE and accountable for identifying opportunities to improve overall user experience
• You’ll provide support to GE’s rapidly expanding developer community; but you’ll also be a critical part of it, as we apply the same discoveries and innovations that go into our software to our own systems. 
• Work with customers to grow, support, and enhance our tools ecosystem
• Support end user issues by providing the effective solutions
• Be aware of system-wide changes and application deployments that might impact application availability for users
• Effectively manage escalations to resolution
• Partner with product teams to plan and test automation solutions
• Engage with the vendor to trouble shoot and resolve an issue within the product
• Support quality initiatives for continuous service improvement & optimization
• Measure application performance and availability against published SLA’s and operational commitments
• 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
• Participate in new technology pilots and programs to ensure end-user support readiness for go-live launches
• Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training
• Partner with other regional teams and services owners to share and promote best practices and lessons learned

Basic Qualification
Bachelor's Degree in Computer Science or “STEM” Majors (Science, Technology, Engineering and Math)

Eligibility Requirements: 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
Technical Expertise:

• Listen, prioritize, and document requests and issues, ensuring resolution and follow-up 
•  Participate in an Agile work team and drive improvements in our core service offerings 
•  Improve our knowledge base, and provide thought leadership for our developers
• Participate in a 24x7 on-call rotation for emergency events 
• Create scripts, UI’s, and integrated systems that enhance and expand our tools ecosystem
• Applied experience with Linux system
• administration and scripting (bash, Python, Shell etc.) 
• Experience with build systems (Ant or Maven is preferred)
• Working experience of Agile development practices (ideally as a developer)
• Demonstrated working knowledge of version control systems such as Perforce, SVN, CVS, Git (preferred)
• Prior experience working with common developer tool chains (Eclipse, Jira, Rally, Jenkins, Bamboo, Confluence, Artifactory, Coverity, etc)
• Working knowledge of Artifactory, DTR, Nexus or similar  
• A veteran of agile software development with expertise in SVN, Git etc

Business Acumen:

• Strong oral and written communication skills
• Strong problem solving skills
• Ability to interact with key stakeholders in organization