Senior Technical Program Manager

<h1><span><b><b>Job Description Summary</b></b></span></h1>Looking to make a global impact and solve problems? <br/><br/> <br/><br/>Through relentless innovation and continuous collaboration with our customers, GE Gas Power, part of GE Vernova, is providing more advanced, cleaner, and efficient power that people depend on today and building the energy technologies of the future. <br/><br/> <br/><br/>What impact you’ll make: <br/><br/> <br/><br/>The Enterprise Solutions team deploys, enhances and manages all ERP platforms in the GE Vernova Power segment. Our versatile team boasts unique expertise across enterprise technology platforms and business processes. The ERP Operations Technical Program Manager will help accelerate our journey to become a self-sustaining, world class ERP organization. This role will lead a highly skilled global partner team who are responsible to support successful operations delivery in a complex ERP landscape. The candidate will be responsible for defining and executing processes/procedures associated with IT Support Operations, and tracking/monitoring key metrics to ensure milestones are met on time and on budget.<p></p><p></p><h1><span><b>Job Description</b></span></h1><p><b><span>What </span><span>you</span><span>’ll</span><span> do</span><span> </span></b><span> </span></p><p><span> </span></p><ul><li><p><span><span>Analyze, </span><span>create</span><span> and influence new processes and procedures to standardize work </span><span>leveraging</span><span> lean methods across </span><span>Enterprise Solutions </span><span>Op</span><span>erations</span><span>.</span><span>  </span><span>Leverage emerging technologies to develop process improvements that will help to drive 5-10% YOY productivity.</span></span><span> </span></p></li></ul><ul><li><p><span><span>Complex ticket resolution when partner is unable to resolve.</span></span><span> </span></p></li></ul><ul><li><p><span><span>Build quality solutions </span><span>leveraging</span><span> contemporary tools that will enhance end-user experience, reduce ticket counts, and improve the mean time to resolution for each ticket</span><span>.</span><span>  </span></span><span> </span></p></li></ul><ul><li><p><span><span>Post Production</span><span> Management of all items across </span><span>ERP</span><span> Op</span><span>erations</span><span> for active / daily reporting</span><span>.  </span><span>Post Production</span><span> (Post a project </span><span>hypercare</span><span>) tickets which partner is unable to resolve</span><span>.  </span><span>FF (Fire-Fighter) or other governance reviews over partner activities</span><span>.</span></span><span> </span></p></li></ul><ul><li><p><span><span>Evaluate</span><span> </span><span>decisions through the eyes of the customer, creates processes with customer viewpoint, and partners with customers to help shape their future initiatives.</span></span><span> </span></p></li></ul><ul><li><p><span><span>Evaluate the use of automation to drive MTTR improvement, enhanced customer experience, and less dependency on manual work</span><span>.</span></span><span> </span></p></li></ul><ul><li><p><span><span>Generate and </span><span>maintain</span><span> employee self-service options to </span><span>provide</span><span> alternate support options to traditional ticket-based approach</span><span>.</span></span><span> </span></p></li></ul><ul><li><p><span><span>Track and </span><span>monitor</span><span> program status and metrics to ensure milestones are met, and internal and external delivery commitments are met.</span></span><span> </span></p></li></ul><ul><li><p><span><span>Track project outcomes realization and customer satisfaction levels through established metrics against service level. Ensure lessons learned are collected</span></span><span> </span></p></li></ul><ul><li><p><span><span>Ensure ongoing communication of progress against program objectives</span><span>.</span><span>  </span><span>Share technical, procedural, and business knowledge with others.</span></span><span> </span></p></li></ul><ul><li><p><span><span>Proactively </span><span>identify</span><span> and resolve issues and makes recommendations for improvements to existing processes</span><span>.</span></span><span> </span></p></li></ul><p><span> </span></p><p><span><span>Leverage your domain </span><span>expertise</span><span>; you are expected to further the knowledge and improve productivity of your colleagues with activities such as creating learning content, giving presentations, and supporting a continuous learning culture.</span></span><span> </span></p><p><b><span>What </span><span>you’ll</span><span> bring (B</span><span>asic </span><span>Q</span><span>ualification</span><span>s)</span></b><span> </span></p><p><span> </span></p><ul><li><p><span><span>Bachelor's Degree in Computer Science</span><span> or “STEM” Majors (Science, Technology, Engineering and Math) with equivalent knowledge and/or advanced experience.</s