• Work within the DWT Technical Operations function as a technical leader responsible for operations of Microsoft SharePoint, OneDrive, Box and related document management services • Technical accountability 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 security tools, identity platforms, authentication systems, internal operational tools, and other systems • Act as the technical escalation point within the internal Systems Administration team for complex issues and advanced troubleshooting for DWT collaboration tools and integrated systems • Perform platform monitoring, maintenance, and management across the entire ecosystem of GE Aerospace’s document management related services • Act as an escalation point for all requests and incidents coming in from the service desk and L2 support teams • Partnering with various stakeholders throughout the organization and externally on resolution of those tickets • Accountable for identifying opportunities to improve overall user experience • Work to transition Microsoft OneDrive users cross tenant, providing support for the separation management office to ensure seamless transitions to the GE Aerospace platform • Owning the tools required to manage document management systems: M365 admin portal for managing Microsoft SharePoint, OneDrive, Box admin portal for managing Box, identity management and delegated administration tools to manage groups and objects, and Microsoft PowerShell for automated administration • Partner with the internal operations team to build and integrate platform monitoring tools and critical alerting systems • Responsible for engaging with technical support teams and the premier team within Microsoft and Box as needed to coordinate issue resolution and make recommendations on service enhancements • Perform change management operations in tandem with the change management team • Assist & own the preparation of end user support documentation and knowledge • Investigate the possibilities of automation for self-service of end user support • Act as a technical leader in handling critical incidents and crisis management • Initiate new technology pilots and programs to ensure end-user support readiness for go-live launches • Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training • Implementing product enhancements and code updates to ensure platforms are kept current and up to date, following standard change control processes and procedures • Work with the suppliers and the cyber security team to identify security vulnerabilities and perform security patching on managed servers and hardware • 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 • Engage with various stakeholders including the DWT Enterprise Architecture and Product Management teams to review, test, and implement NPI requests • Work 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 • Work 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 • 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.