Job description
This leadership role will be responsible for building a world-class Software and Services organization to support the GE Predix Platform: The Software Platform for the Industrial Internet. This is an upper-level management position requiring extensive leadership and managerial skills in fiscal management, planning, people management, software support systems and processes.
As the Leader of the support organization, you will be responsible to plan, budget, and build our Software and Services Support functions and contact centers and then to coordinate, and direct the activities of Software Support staff providing highly technical triage, troubleshooting, remediation and escalation for Predix Platform components and solutions. Additionally, the leader will ensure the proper mix of Software and Services support to support both Predix on-prem and Cloud Service delivery models.
In this role, you will:
Plan and build a world class Software and Services support organization, including but not limited to, delivery of roadmap, budget, staffing plan, implementation plan, and execution
Launch new call centers as needed in a "follow the sun" model
Implement effective Knowledge Management, Knowledge Base, and ITSM systems and processes
Provide clear, actionable support and service operations metrics to senior management
Effective setting of vision, leadership, and team building
Ensure tight integration with Predix development and test engineering functions, including cross-training programs, in order to maximize effectiveness of support staff
Desired Skills and Experience
Minimum Qualifications:
Bachelor's Degree in Computer Science, Information Systems with a minimum 4 years of experience (or a High School Diploma / GED with a minimum of 7 years of experience as an information technology professional)
Minimum of 10 years of software industry experience
Minimum of 3 years of Project management experience and ITIL compliant process and procedure development
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 background investigation and drug screen. The role is based full time in San Ramon California.
Desired Qualifications:
Minimum of 5 years of experience with support of cloud/online services
MBA or Master’s Degree in an information management related field
Deep experience with cloud systems and architectures
Minimum of 3 years of experience in leading and managing software support operations OR Production Support for a multi- national company
Working in various support models including 'follow the sun' type of support operations
Minimum of 3 years of experience with Call Center system features and functionality
Minimum of 1 year of Project management experience and ITIL compliant process and procedure development
Minimum of 2 years of experience in training and mentoring technical call center staff
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