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CDI - Digital Workplace Director

  • GE Digital
  • Experienced
  • Posted 5/8/2017 3:13:45 PM
  • 2907762
  • Job Function: Digital Technology
  • Business Segment: Digital Technology
Location(s): France; Puteaux


About Us:
GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

Role Summary:
The Digital Workplace Solutions (DWS) within Digital Technology is responsible for delivering world class end user support.

In this role, you will be part of the L2 follow-the-sun support model and manage a team of L2 Application Support Specialists. You will work with various departments to resolve customer support issues by guiding them toward the most effective solutions while ensuring knowledge management, shift-left and expansion of the portfolio.

Essential Responsibilities:
Your main responsibilities are to:

  • Manage Level 2 support issues on a daily basis
  • Maximize response time and resolution effectiveness
  • Work with with QA team to ensure issues have been resolved
  • Recognize when challenging items must be escalated to product development team
  • Establish and track metrics to measure effectiveness of support team
  • Identify long term resolution strategies to recurring issues


Additionally, you will:

  • Identify and plan for the transition of L2 Application Operations activity still residing within the business and Digital Technology communities
  • Be fully responsible for L2 Application Operations support management functions across the entire DWS support environment
  • Require high levels of partnership and influence with Digital Technology teams
  • Engage directly with senior technology leadership and product owners to resolve incidents and drive continuous improvement in the production environment, products and support functions
  • Assist in the design and execution of transforming the current support environment and moving aggressively to target state encompassing greater efficiency, stability and effectiveness, as well as the identification of improvement opportunities
  • Lead and mentor the L2 application support staff:

    • Ensure that products and applications are optimally supported in a follow-the-sun model partnering with peers located in 2 other strategic locations
    • Implement processes that take proactive approaches to potential business or technical problems
    • Establish best practice product and application support methodology and processes. including maintenance and support roadmaps, processes and technical documentation
    • Provide input to operational budgets and manage operations in accordance with approved annual budgets


  • Oversee and manage staff and consultant/vendor productivity:

    • Responsible for the monitoring and performance of production products and applications to ensure that internal and external teams work together to resolve any impacts to customers
    • Effectively train Application Support staff in performance of their duties and provide technical support and guidance to other team members as required
    • Manage resources, capacity, and work collaboratively with other teams (support, products, applications) to define solutions for complex resourcing challenges


  • Work with product owners and customers to establish SLA’s and monitor work assignments and issue resolution according to ensure adherence to them

    • Communicate with customers on technical and non-technical matters and perform continuous process improvement to all support and maintenance activities


  • Perform analysis of, and make recommendations for the improvement of existing support model and perform shift-left when possible (from L3 to L2 and from L2 to L1)
  • Support application deployment and changes through our transition to operation process
  • Ensure product and application support quality reviews and assessment - Manage the full portfolio of application support for quality, urgency and readiness
  • Support application production incidents - participate in incidents resolution requiring application specialists, assisting L1 and Product SMEs in driving MTTD and MTTR aggressively
  • Engaging with the DOC and Product owners to drive end to end improvements in incident response, incident management and service restoration
  • Assist in driving key automation efforts to reduce or eliminate manual effort in the application support and continuous delivery efforts
  • Responsible for managing and developing a team, varying in size from 10 – 20+ people, as the transition effort proceeds and the supported application portfolio grows

    Qualifications/Requirements:

    • Master degree in Information Technology, Computer Science or Business (or, in lieu of a degree, strong proven IT experience in global organization)
    • Major experience leading IT teams. Effective leadership skills including demonstrated experience leading project teams, driving engagement, influencing and working seamlessly across multiple functions in a matrix type setting
    • Very strong progressive experience as a professional IT leader with previous management experience in large company setting
    • Extensive experience of Service Delivery Management for global IT company
    • Proven supervisory experience in leading a matrixed environment that includes implementing and supporting SLA and KPI measurements
    • Strong experience managing support teams in troubleshooting and diagnosing user support cases for advanced systems and applications
    • Fluent in English

      Desired Characteristics:

      • Consistently exhibit behavior and communication skills that demonstrate Digital Technology commitment to superior customer services, including quality, care and concern with each and every customer
      • Deep understanding of customer satisfaction drivers and case deflection strategies. Must have strong customer relations skills and have the ability to work with discretion and integrity
      • Self-motivated, self-starter who works well in a fast pace, growth orientated entrepreneurial environment
      • Must have the ability to work under minimal direction, be organized and have the ability to prioritize commitments and projects
      • Multiculturalism, Exposure to multi-cultural global IT operations delivery. Ability to manage multi-cultured teams with an appreciation and awareness of individual differences.
      • Demonstrated track record of working with high-level Business and IT executives in translating business strategies into IT investments
      • Ability to engage teams in win/win situations to ensure delivery on IT portfolios
      • Demonstrated success in identifying, developing, and implementing process and service improvements, resulting in measurable customer satisfaction improvements
      • Ability to influence through persuasion, negotiation, and consensus building
      • Must be confident, highly motivated and passionate about making a difference with demonstrated performance building high performing teams
      • Strong written communication skills, with the ability to develop technical business correspondence and excellent presentation skills
      • Excellent communication, collaboration, and relationship-building skills, people development, networking and influencing
      • Proven people management experience and good leadership skills with the ability to engage and motivate staff. Ability to lead by example and have a deep commitment to both exemplary customer service and support
      • Demonstrated ability to develop an overall Service Delivery roadmap to match business processes and plans
      • French is a plus


      #DTR

      Locations: France; Puteaux

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