Sr Manager - Systems Administration (Collaboration)

Job Description Summary

Digital Workplace Technologies (DWT) within GE Aerospace is responsible for delivering world class services.
In this project based role, you will work within the DWT Technical Operations function leading the Collaboration group globally as a Sr Manager - Systems Administration. This role is responsible for execution of the collaboration technical operations strategy to manage, monitor, and maintain multiple global collaboration platforms, including Microsoft 365, document management, email relay and other collaboration systems. This people leader role is responsible for leading a globally distributed team, focusing on a high level of operational excellence, a commitment to continuous improvement, and ensuring GE Aerospace collaboration services are always secure and available to end users.

• Work within the DWT Technical Operations function as a people leader, leading a team of engineers responsible for operations of DWT collaboration platforms.
• Complete accountability and ownership over the operational stability of DWT collaboration platforms, tools & services.
• Maintain a solid understanding of a complex collaboration ecosystem which has several integrations into other systems including but not limited to; endpoint and mobility solutions, security tools, identity platforms, authentication systems, internal operational tools and other systems.
• Development of systems and processes for engineers to handle complex issues and perform advanced troubleshooting for DWT collaboration tools and integrated systems.
• Liaise with the internal operations team to document platform monitoring requirements and work to configure and setup a multi-tiered monitoring & alerting system.
• Establish a process and framework in which critical changes can be implemented to production systems with limited or no disruption to the end users.
• Establish an ongoing cadence with the Change Management team to schedule changes and ensure proper awareness of those changes are provided to relevant stakeholders. Review Change Awareness reports from other teams within the digital technology department to assess impact to end users, collaboration tools and platforms.
• Lead a team of systems administrators responsible for Level 3 incident & request management. Ensure DWT operations team is tightly aligned with support teams on case management processes and procedures adhering to adopted ITIL processes. Accountability of the lifecycle of tickets wing to wing from inception to close of the ticket.
• Opening and tracking problem cases as a result of critical incidents, architectural defects or service advisories. Working with the internal team, cross-functionally and with suppliers to ensure the cases are being prioritized and handled to resolution.
• Ensuring the team is aligned with the DWT technical operations critical incident management process. Establish protocols for triage during a global outage, critical incident, or crisis scenario. Ensure resources are available and to drive issues to full resolution. Regularly communicate status updates to relevant stakeholders during and post-incidents.
• Implementing product enhancements and code updates to ensure platforms are kept current and up to date, following standard change control processes and procedures.
• Working with the suppliers and the cyber security team to identify security vulnerabilities and perform security patching on managed servers and hardware.
• Develop and track team key performance indicators (KPIs) & create bowlers to measure progress.
• Establish operational metrics relevant for managed services and liaise with the DWT Data & Analytics team to integrate into analytics platform and dashboard.
• Host weekly team meetings and monthly business reviews for internal team to discuss relevant topics.
• 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.
• Engaging with various stakeholders including the DWT Enterprise Architecture and Product Management teams to review, test, and implement NPI requests.
• Working 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.
• Working 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.
• Work with the team to track list of improvements needed from suppliers or internal cross-functional stakeholders. Engage with the relevant parties to identify opportunities for improvements.
• 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 "shift left" within the collaboration portfolio.

• Bachelor's degree from accredited university or college with minimum of 6 years of professional experience OR Associates degree with minimum of 9 years of professional experience OR High School Diploma with minimum of 11 years of professional IT experience
• A minimum of 3+ Years' professional experience working with IT Collaboration tools (Microsoft Services, Email, Document Collaboration tools etc.).

• Note: Military experience is equivalent to professional experience
• Eligibility Requirement:
• 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.

• 5+ Years' experience as a people leader of IT services.
• Strong written and communications skills.
• 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.