Staff Application Operations Engineer

Job description

3077924
City

Sao Paulo
Career Level

Experienced
Relocation Assistance

No
Business

GE Digital
Business Segment

Digital Technology
Function

Digital Technology
Country/Territory

Brazil
Postal Code

05095-035
Role Summary/Purpose

Serve as Digital Technology lead for our Brazil ERP DevOps Localization share service located in Sao Paulo, Brazil (Oracle and SAP technologies). Establish and manage relationships w/ Global Ops & GE biz’s, assisting in planning IT initiatives for sustain area; Responsible for program budgets and/or cost centers, resource allocation and planning to ensure delivery of business benefits & for vendor evaluation & integration of new products and services
Essential Responsibilities

·  The key responsibility of the service delivery manager is governance across all areas of Oracle and SAP ERP Brazil Localization services provided including: service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery Essential Functions (Responsibilities):

·  Own relationship with Business and Global Operations for day-to-day operations of managed IT services, including minor enhancements and incident resolution follow up for infrastructure (servers, storage, networks and backups), application availability and performance
·  Own the prioritization, scheduling and execution IT related support calls (including interface with End-User Support team)
·  Plan and manage monitor capacity to ensure business needs continue to be met
·  Ensure business critical issues are being addressed and there is continuous communication back on status/resolution times
·  Lead activities to manage and respond to critical systems outage escalations. Process optimization related to Incident, Change, Problem and Service Level Management
·  Identify common support problems, working on initiatives to actively reduce support calls, improve service and reduce costs
·  Monitor service level agreements and statistics on performance for IT environments used by Global Operations teams
·  Identify opportunities for improvement to availability, performance, service levels and stability and works with IT teams to implement solutions
·  Maintain appropriate and up-to-date contingency plans to ensure continuity of operations in the event of incidents
·  Responsible for vendor evaluation; integration of new products and services within area of responsibility
·  Partner with Business Applications Support on release planning, patching and strategy for apps used in Brazil and Latin America
·  Responsible for vendor management and performance
·  Develop peer, cross-functional business
·  Plan annual budget and cost liquidation, always looking for productivity opportunities and reduction of apps TCO
·  Determine areas for synergy and cost out across shared service center
·  Responsible for data integrity of the system inventory, as applicable
·  Aware of and comply with the change management process
Qualifications/Requirements

·  5 years+ of relevant experience in I.T. operations and/or application support and working with geographically dispersed teams
·  10 years+ of experience in Oracle or SAP platforms in Brazil
·  Graduated in Computer Science or Engineering
·  Successful track record organizing operations process and implementing standard operations procedures
·  Strong knowledge and experience on ERP (SAP and/or Oracle) localization rollouts within Latin America, ability to articulate these specific needs with Global teams
·  Experience on managing crisis situations during I.T. outages
·  Business savvy, able to clearly articulate the business results of Operational improvement projects
·  Excellent organization, problem solving, communication, prioritization and
facilitation skills
·  Ability to translate data into information to make operational
decisions
·  High-energy, self-starter and able to multi-task
·  Capacity to work under high stress situations and to keep calm even if stressed users unfairly or wrongfully complaint
·  Judgment to effectively communicate and coordinate with peers, suppliers or clients that may not handle high stress situations appropriately and/or lose their
temper during written or oral communication
·  Absolute drive for excellence, enthusiasm for ownership, service excellence and change
·  Outstanding leadership skills to articulate within different teams
·  Hands-on when necessary; ability to deliver with available resources
·  Strong vendor management skills
·  Process focus to drive sustained improvements
·  English proficient, to the level of leading conference calls with Global multifunctional teams and clearly articulating and reporting objectives and results to all involved stakeholders
·  Experience and knowledge on solutions in the areas of Hybrid Cloud, SaaS, PaaS
·  Background in application security reviews, SOX experience is appreciated
·  Minimum of 1 year of project management experience in global environments
Desired Characteristics

·  ITIL knowledge or certification
·  Project Management experience
·  Understanding of IT technologies and how to apply them
·  Spanish language proficiency
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.