Lead Services Specialist

**Job Description Summary**: Onsite Software Support Engineer (Singapore) for SCADA/EMS software.

PURPOSE OF POSITION:
Under general supervision, the engineer performs technical software support, and/or project engineering assignments in support of GE SCADA/EMS/DMS support and operations projects for GE Digital Grid. The role will be assigned software support of complex IT systems for electrical and gas utilities control centre technology.

The Senior Customer Support Engineer will report to the Asia Pacific Region Support Manager.

ESSENTIAL FUNCTIONS (RESPONSIBILITIES):
**Responsibilities**
- Be responsive to the customer's Service Requests when entered in the Support tool.
- Be the owner of the Service Request from initiation to the resolution.
- Keep the customer informed as the Service Request is worked.
- Investigate, Analyze and Reproduce Customer raised issues
- Work with other members of the Software Solutions team to solve Customer issues and requests.
- Deliver Quarterly Maintenance Schedule on Customers SCADA-EMS

This is an onsite role embedded in the Customer Premise in Singapore and working closely with the Customers EMS-SCADA Engineering team.

Customers rely on their assigned Support Engineer to be able to technically analyse and resolve software faults or failures on mission critical control centre software.

The software we support directly operates the electricity grid failures or faults have the potential for serious consequences including wide spread power blackouts.

Part of the role is to represent the customers interests within GE to ensure scarce R&D engineering resources are applied to the most urgent issues and that they have all the necessary information to respond efficiently.

This role will suppor PowerOn Reliance and e-terra SCADA-EMS systems as well as upgrade projects.

POSITION REQUIREMENTS:
**Qualifications**:
Engineering degree (electrical and/or computer science).

**Experience**:

- Proven understanding of software development and software support processes.
- Knowledge of either
- Software design methodology and programming skills in writing code in C, C++, Java, Oracle
- IT integration and system administration skills
- Business understanding (market knowledge in area of work, intl. exposure & awareness)
- Expert understanding of SCADA/EMS/DMS products and services
- Electrical utilities business, other market segments with control systems (O&G, M&M, Rail).

**Technical Knowledge**:

- EMS/SCADA (PowerOn Reliance & e-terra product suite) for real-time and near real-time processing, communication protocols
- IT (Windows, Linux. Oracle/SQLServer) and software development knowledge (C++, Java)
- Web Service programming and integration.Outline any technical knowledge/expertise needed to perform the role.

**Skills**:
Must be able to use VMWare - Microsoft Windows - Red Hat Linux at competent level to be successful in the role.

**Attributes/Behaviours**:

- Be professional in all work situations.
- Able to work alone and ask for help when required.
- Self starter exhibiting motivation to correct customer issues.
- Ability to travel and be away from home for periods of time.
- Ability to work extended hours to solve critical customer issues.
- Ability to respond to after-hours support requests to solve critical customer issues.

**OTHER IMPORTANT INFORMATION**:
The role includes a 24x7 afterhours support responsibility. This will be a rotational role within the team. When assigned to 24x7 support the engineer ensure they are available to receive and investigate customer calls at all times.

**Additional Information**:
**Relocation Assistance Provided**:No

LI-Remote - This is a remote position