IT Operations Lead- USA

Req ID:497319

At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, more than 80,000 colleagues lead the way to greener and smarter mobility worldwide, connecting cities as we reduce carbon and replace cars.

The IS&T operating model emphasizes business value and innovation while ensuring operational excellence:

• Development of cost-efficient services and standard solutions
• Enhancement of performance, efficiency, and agility on business-as-usual activities with focused KPIs
• Measurement of the performance of IS&T services provided to internal customers.
• Provision of support to end users locally and through the Service Desk.
• Alignment of local priorities and resources to support global processes and services.

The IS&T model is driven by 4 key principles:

• Standardization of business processes.
• Addressing regional priorities.
• Improvement of IS&T cost variability and efficiency.
• Leveraging innovative technologies to bring value to the business.

The IS&T Operations resource, reporting to the Americas IS&T Region Operations Manager, is responsible for managing local IS&T support services and relationships with regional users.

Key accountabilities:

• On-site support reporting and KPIs.
• Site IS&T performance.
• Compliance with Service Delivery SLA.
• Management and tracking of regional equipment - PCs, printers, tablets, phones, and device configuration at sites.
• Continuation of the operational relationship with our strategic IT partner and prioritization of work.
• Ensuring compliance with Quality Assurance plans and Service Agreements linked to contracts.
• Formalization of issues, follow-up, and escalation within operations teams.
• Leadership in incident and problem management.
• Liaison with local management, support teams, and Site Business Partner to address major incidents or crises.
• Approval of service requests depending on validation workflows.
• Identification of needs for end-user training and tutorials.
• Development of local business relationships with regional partners.
• Escalation of issues and ensuring overall satisfaction.
• Representation in site workshops
• Leading central initiatives for the region associated with operations.

Applicants for this position are expected to possess the following qualifications, skills, and attributes:

• Educational requirements: An engineering degree, preferably in Information Technology, or a master's degree in information system management. Alternatively, 10+ years of experience in end-user support.

• Mandatory experience: Proven experience in end-user support.

• Language proficiency: Fluent in English; proficiency in French, Spanish, or Portuguese is a plus.

• Competencies and skills:
  
  
  
  • Effective communication skills - able to communicate with international teams of varying levels within the organization.
  • Result-oriented - self-driven.
  • Data-driven - extensive knowledge of statistics is a plus.
  • Intellectual curiosity and creativity.
  • Eagerness to work autonomously in an international environment.
  • Teamwork.
  
  
  
  

You don't need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, you'll be proud. If you're up for the challenge, we'd love to hear from you!

Important to note

As a global business, we're an equal-opportunity employer that celebrates diversity across the 63 countries we operate in. We're committed to creating an inclusive workplace for everyone.