Job Description

:

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

Productivity

• \xc2\xb7 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.
• \xc2\xb7 Responsible for L3 Operations and Systems Administration for Project Tools including Smart Sheets, Miro, Aha!
• \xc2\xb7 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.
• \xc2\xb7 Responsible for L3 Operations and Systems Administration for Survey Tools including Sli.do and Survey Monkey.
• \xc2\xb7 Responsible for L3 Operations and Systems Administration for Meeting Room Technologies including iOffice Teem and Teams Rooms Panels
• \xc2\xb7 Technical accountability over the operational stability of DWT Productivity platforms, tools & services.
• \xc2\xb7 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.
• \xc2\xb7 Work to transition Productivity services cross tenant, providing support for the separation management office to ensure seamless transitions to the GE Aerospace platform.
• \xc2\xb7 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.
• \xc2\xb7 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.
• \xc2\xb7 Perform platform monitoring, maintenance, and management across the entire ecosystem of GE Aerospace\'s Productivity related services.
• \xc2\xb7 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.

• \xc2\xb7 Partner with the internal operations team to build and integrate platform monitoring tools and critical alerting systems.
• \xc2\xb7 Perform change management operations in tandem with the change management team.
• \xc2\xb7 Assist & own the preparation of end user support documentation and knowledge.
• \xc2\xb7 Investigate the possibilities of automation for self-service of end user support.
• \xc2\xb7 Act as a technical leader in handling critical incidents and crisis management.
• \xc2\xb7 Initiate new technology pilots and programs to ensure end-user support readiness for go-live launches.
• \xc2\xb7 Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training.
• \xc2\xb7 Accountable for identifying opportunities to improve overall user experience.
• \xc2\xb7 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.
• \xc2\xb7 Implementing product enhancements and code updates to ensure platforms are kept current and up to date, following standard change control processes and procedures.
• \xc2\xb7 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.
• \xc2\xb7 Work with the suppliers and the cyber security team to identify security vulnerabilities and perform security patching on managed endpoints, servers, and hardware.
• \xc2\xb7 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.
• \xc2\xb7 Engage with various stakeholders including the DWT Enterprise Architecture and Product Management teams to review, test, and implement NPI requests.
• \xc2\xb7 Work with the internal team to ensure support teams are being properly trained on existing, new, and upcoming services and releases.
• \xc2\xb7 Documentation Management including platform architecture, inventory of resources and assets, SOPs, system configuration, and BCP.
• \xc2\xb7 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.
• \xc2\xb7 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.
• \xc2\xb7 Work with the Digital Forensics team as needed on cases involving the need to export data or snapshot images for investigation.
• \xc2\xb7 Accountable for identifying opportunities to improve overall user experience.
• \xc2\xb7 Ensure the service meets SLAs and facilitate metrics reporting.
• \xc2\xb7 Drive to increase the end user satisfaction by adoption of lean methodologies.
• \xc2\xb7 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.

• \xc2\xb7 Strong written and communications skills.
• Strong knowledge in ITIL concepts and methodology
• \xc2\xb7 Ability to operate under ambiguity or with incomplete technical or business requirements.
• \xc2\xb7 Excellent analytical and problem-solving skills.
• \xc2\xb7 Ability to work both autonomously and in constant collaboration with product managers, architects, operations, and end users.
• \xc2\xb7 Ability to clearly communicate data through both verbal and written communications such as presentations, dashboards, and email updates.
• \xc2\xb7 Excellent organizational, interpersonal, and written communication skills are a must. Able to successfully interact with all levels of the organization.
• \xc2\xb7 Strong work ethic & desire to learn.
• \xc2\xb7 A commitment to continuous improvement.
• \xc2\xb7 Experience working in a global atmosphere.
• \xc2\xb7 Language skills over and above English is a plus.
• \xc2\xb7 Knowledge and experience with ServiceNow.
• \xc2\xb7 Demonstrated ability to drive results in a dynamic and fast-pace environment.
• \xc2\xb7 Drives change initiatives & strategies.

Hexaware Technologies