Technical Suport Team Lead

Job Description Summary

The AM (GIS – Smallworld, Mobile & Analytics) Support Team Leader is a leader with specific deep customer, domain (utility / telco), process or technical software subject matter expertise responsible for strategic engagement at customer level, working cross functionally at GE to ensure delivery of high-quality Support and long-term customer success while also ensuring local team leadership.
With primary ownership to develop and drive action plans to accelerate issue resolution, maintain customer communication, and advocate for the customer to ensure successful operation of GE software solutions.

Job Description

  • The AM (GIS) Support Team Leader shall ensure that the accounts are getting the best possible experience of products and services during the operation life of the GE deployed solutions. This is a hands-on role and the successful candidate will be expected as required to engage directly in strategic customer meetings, operational delivery, process improvements as well as resolving issues to meet critical contractual SLAs, in addition to influencing and mentoring the wider teams and conducting continuous improvement activities.
  • Team leadership, Operations and Growth:
    • Bid (ITO) into Software Support Interface: contributing to complex proposals
    • Manage ITO into BAU software delivery (OTR) and full lifecycle customer success: project deliverables into Support to de-risk long term maintenance
    • Responsible for operations and Customer Satisfaction on allotted Key Accounts
    • Allotted customer account reviews & reporting
    • Identifying & generating value added growth opportunities
    • Act as the main liaison between the Support Team and corresponding functions (e.g. Services, Engineering) within the regional organization
    • Ensure local team leadership operations and activities such as Priority setting and tracking, Performance reviews, KPI monitoring and reporting
  • GE, Partner Performance & Customer Strategy both within and extending beyond Support:
    • Support delivery & management responsibilities across identified key accounts
    • Partner & Supplier reviews to ensure consistency of service delivery, performance, quality commitment and critical acceptance criteria is met
    • Closely monitor and action on Customer Satisfaction related indicators
  • Operational Expertise, Quality Delivery & Process Improvement:
    • Customer delivery metrics: On time delivery, Backlog and span for support issues
    • Manage complex technical analysis, coordinate RCA across customer product suite and custom solutions: deep subject matter expertise across products, domain and/or customer processes
    • Proactively identifying & delivering customer/GE process improvements
    • Leadership and collaboration with technical expertise within Services & Engineering to ensure maintenance commitments are met
    • Ensure consistent application of M&S process, collaborating within region to drive consistent repeatable best practice and where possible to influence global alignment
  • Promote GE values and integrity to all levels in the organization, champion for the Support function

Basic Qualifications:

  • Bachelor’s degree from an accredited university or college; preferred Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math), Master’s Degree preferred
  • Strong background in Support Services with emphasis on customer facing delivery
  • Customer focused individual with a sense of urgency delivering service, excellent customer facing skills, managing interactions to establish credibility and trust at senior level
  • Strong and proven experience of working in a matrix organization
  • Demonstrated record of delivering support or services in Smallworld/GIS/telco/utility domain
  • Excellent communication skills and mastery of PPT, Excel, Word
  • Ability to simplify complex issues, drive for creative and effective solutions
  • Good team-management skills and proven team leadership ability

Desired Characteristics:

  • Full business proficiency in English
  • Business proficiency in French will be considered a plus
  • Demonstrate relevant skills in collaborating with different stakeholders, influencing decisions and an ability to take strategic view
  • Identify and address inefficient processes
  • Appraise and articulate the value of what is most important to the customer and how GE products and/or services can meet those needs
  • Addresses all customer concerns/issues in a timely and satisfactory fashion
  • External customer focus understanding customer business processes
    • Proficiency in software engineering tools and processes in general, specifically in object-oriented analysis, design and development (e.g. Magik, Python, Java) and web technologies (Javascript, HTML5, CSS, AngularJS)
    • Proficiency in database tools (e.g. Oracle/ Oracle Spatial) and database modelling
    • Experience in UNIX and/or Windows operating systems
  • Awareness or expertise in:
    • DevOps and agile methodology awareness
    • IT expertise – hardware specifications, troubleshooting, file-systems etc.
    • Experience in UNIX and/or Windows operating systems
    • Awareness with technologies related to the Asset Management product suite, such as Java, JSF, Websphere, FME, .Net and Oracle preferable
    • Awareness of established best practice service methodologies such as ITIL and Prince2
    • Experience of Citrix, VMware, Cloud (e.g. AWS and Azure) & Containerization (e.g. Docker and Kubernetes) technology
    • Database Administration skills (e.g., Oracle, SQL Server, Oracle Spatial) is considered a plus

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