Application Operations Engineer

Job description

3042624
Additional Cities

Van Buren Township
Career Level

Entry-Level
Relocation Assistance

No
Business

GE Digital
Business Segment

Digital Technology
Function

Digital Technology
Country/Territory

United States
Additional States/Provinces

Michigan
Postal Code

48111-5711
Role Summary/Purpose

The Commercial DT – CRM/Salesforce team is seeking experienced Salesforce.com Application Operations professionals for supporting and maintaining multiple-user and customer-facing applications, related data processing platforms and services, RTS support, code migration, data migrations and integration with other applications.
Essential Responsibilities

The Application Operations Engineer role executes the overall support process and activities for multiple-user and customer-facing applications. Owns and is accountable for application and platform SLA’s against operational commitments, effectively balancing different, competing objectives.

In this role, you will:

·  Responsible for being hands on operations and support within the business’ Salesforce environment

·  Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs

·  Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriately

·  Work directly with service architects to help reproduce and resolve customer issues

·  Drive customer communication during critical events and lead retrospective meetings

·  Drive projects that improve support-related processes and our customers’ technical support experience with minimal guidance

·  Write tutorials, how-to videos, and other technical articles for the customer community and knowledgebase articles and keep them up-to-date

·  Work on critical, highly complex customer problems that may span multiple services

·  Participate in 24x7 on-call rotation and work with global App Ops teams

·  Available to perform code migrations and troubleshoot urgent issues in the U.S. evening hours

·  Collaborate with complex, multi-disciplinary teams in resolution of high profile outages/application incidents leveraging contingent worker support team, internal supporting organizations and Application Operations coworkers when appropriate

·  Collaborate with cross functional stakeholders

·  Share accountability for ensuring compliance with all application policies including HPA, security and code reviews across all applications and platforms within scope

·  Participate in application monitoring and reporting leveraging a consistent tool and approach across multiple applications

·  Use disciplined approaches to monitor application platform and service progress via effective information dashboards for operational metrics, defect, quality, change control, and compliance

·  Use data, practical knowledge and innovative insights to drive timely decisions, determine appropriate courses of action, and forecast future needs while managing risk and uncertainty for the team

·  Demonstrate mastery of the intricacies of interactions and dynamics in Agile teams

·  Embrace a culture of customer focus and high performance to drive innovation through continuous customer engagement to facilitate appropriate application upgrades and enhancements

·  Navigate through ambiguity, prioritize conflicting asks and show ability to adapt to changing priorities
Qualifications/Requirements

Basic Qualifications:

·  Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math)

·  Minimum of 2 years of professional experience OR Master's in Computer Science OR Equivalent experience

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.

·  Must be willing to travel (10%)

·  Must be willing to work out of an office located in Van Buren Township, MI
Desired Characteristics

Technical Expertise:

·  3-5 years of experience in the technology space with emphasis on cloud/online service operations or SaaS/PaaS Technical Support or Application Support; 2 years of hands-on experience with Salesforce configuration and development required

·  Either Salesforce Admin, Sales Cloud or Service Cloud certified or ability to complete certification within 2 months of starting

·  A technical engineer, with extensive experience in solving challenging issues in high pressure environment

·  Hands-on experience with Salesforce Lightning Experience and integrations between Salesforce and other applications

·  Hands-on experience with migrating Salesforce codes between sandboxes and improving test class coverage

·  Working experience with configuring applications, networking concepts, virtualized environments, continuous integration, deployment and monitoring tools

·  Strong working experience with Agile development and Product Management methodologies such as Scrum, preferably with experience using Agile project management tools such as JIRA or Rally

·  Be expert at applying principles of SDLC and methodologies like Lean/Agile, CICD, Software and Product Security, Scalability, Documentation Practices, refactoring and Testing Techniques

·  Background and experience in emerging technologies in cloud, IaaS, PaaS, SaaS and Microservices architecture

·  Experience with monitoring and logging tools: New Relic, Nustar, Sensu, Nimsoft, Splunk and Logstash

Business Acumen:

·  Proactively engages with cross-functional teams to resolve issues and design solutions using critical thinking and analytical skills and best practices

·  Ability to interact at all levels of the organization and with other GE businesses

Leadership:

·  Ability to interact with multi-cultural global teams

·  Self-starter with ability to manage multiple priorities in a fast-paced work environment

·  Strong problem solving and analytical skills demonstrated the ability to assimilate new information and understand complex topics

Personal Attributes:

·  Excellent oral and written communication skills, strong interpersonal skills

·  Works well in a team environment, and welcomes challenges

·  Collaborative, curious to learn technology and product management of a digital platform

·  Globally aware

#DTR
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.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is anEqual Opportunity Employer . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
Additional Eligibility Qualifications

GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen.
Primary Country

United States