Job Description

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A minimum of 5+ Years\' professional experience working with IT Productivity tools (Project Tools, Microsoft Productivity, Survey Tools, and Meeting Room Technologies etc.).

Productivity

• Work within the DWT Technical Operations function as a technical leader responsible for operations of a broad array of SaaS tools including Project Tools, Microsoft Productivity and Office Suite, Survey Tools, and Meeting Room Technologies.
• Responsible for L3 Operations and Systems Administration for Project Tools including Smart Sheets, Miro, Aha!
• Responsible for L3 Operations and Systems Administration for Microsoft Productivity tools including Microsoft Office, Microsoft Visio, Microsoft Whiteboard, Microsoft ToDo, Microsoft Viva Engage, Microsoft Viva Insights, and Microsoft Planner.
• Responsible for L3 Operations and Systems Administration for Survey Tools including Sli.do and Survey Monkey.
• Responsible for L3 Operations and Systems Administration for Meeting Room Technologies including iOffice Teem and Teams Rooms Panels
• Technical accountability over the operational stability of DWT Productivity platforms, tools & services.
• Maintain a solid understanding of a complex Productivity ecosystem which has several integrations into other systems including but not limited to security tools, identity platforms, authentication systems, internal operational tools, and other systems.
• Work to transition Productivity services cross tenant, providing support for the separation management office to ensure seamless transitions to the GE Aerospace platform.
• Owning the tools required to manage Productivity systems: admin consoles including M365 admin portal for managing Microsoft Productivity services, identity management and delegated administration tools to manage groups and objects, and Microsoft Powershell for automated administration.
• Act as the technical escalation point within the internal Systems Administration team for complex issues and advanced troubleshooting for DWT Productivity tools and integrated systems.
• Perform platform monitoring, maintenance, and management across the entire ecosystem of GE Aerospace\'s Productivity related services.
• Responsible for managing, tracking, testing and pushing out Microsoft Office product and security updates, ensuring the entire organization is on the correct channel and version.

• Partner with the internal operations team to build and integrate platform monitoring tools and critical alerting systems.
• Perform change management operations in tandem with the change management team.
• Assist & own the preparation of end user support documentation and knowledge.
• Investigate the possibilities of automation for self-service of end user support.
• Act as a technical leader in handling critical incidents and crisis management.
• Initiate 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.
• Accountable for identifying opportunities to improve overall user experience.
• Act as an escalation point for all requests and incidents coming in from the service desk and L2 support teams. Partnering with various stakeholders throughout the organization and externally on resolution of those tickets.
• Implementing product enhancements and code updates to ensure platforms are kept current and up to date, following standard change control processes and procedures.
• Responsible for engaging with technical support teams and the premier team within all vendors (e.g., Microsoft, Box, etc.) as needed to coordinate issue resolution and make recommendations on service enhancements.
• Work with the suppliers and the cyber security team to identify security vulnerabilities and perform security patching on managed endpoints, servers, and hardware.
• 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.
• Work 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.
• Work 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.
• 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 \xe2\x80\x9cshift left\xe2\x80\x9d within the collaboration portfolio.

• Strong written and communications skills.
• Strong knowledge in ITIL concepts and methodology
• 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 collaboration 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. Able to successfully interact with all levels of the organization.
• Strong work ethic & desire to learn.
• A commitment to continuous improvement.
• Experience working in a global atmosphere.
• Language skills over and above English is a plus.
• Knowledge and experience with ServiceNow.
• Demonstrated ability to drive results in a dynamic and fast-pace environment.
• Drives change initiatives & strategies.

Hexaware Technologies