ANALYST - Telephony

Req ID:485145 

We create smart innovations to meet the mobility challenges of today and tomorrow. We design and manufacture a complete range of transportation systems, from high-speed trains to electric buses and driverless trains, as well as infrastructure, signalling and digital mobility solutions. Joining us means joining a truly global community of more than 75 000 people dedicated to solving real-world mobility challenges and achieving international projects with sustainable local impact.  

Objective of the Role :
Reporting to IS&T Infrastructure Operations Manager, you as a L2 analyst will be primarily in charge of working on issues and requests related to Telephony and other related services and ensure Telephony services are supported for 80k users spread worldwide.

Organization Structure : 
CITO > CISO & Tech VP > Workplace & Collaboration Service Director > Service Manager – PC and Telephony > Telephony Manager> Analyst 

Networks and Links : 
Internal :

Local Operations
BP's 
Service Now
Incident Management
RPA & Automation
 
External: 
BP Team
OSS Team
ROM Team
 
Main Responsibilities : 
Responsible for effective coordination with Telephony team members, Service Desk, Local Support for operations and maintenance of Mobile Devices in an Enterprise Environment and other Office 365 services.
Work with Service Desk, Local Support and users to trouble-shoots, diagnose and resolve issues. Maintains high quality customer service to Alstom End users. Works closely with end users in order to understand their issue and resolve. Drive efficiency and reduce total number of Incidents and Service request by Service improvement initiatives. 
 
Educational Requirements:
Graduate / PG 
5 to 12 years of experience and very strong knowledge in supporting Telephony / maintaining Unified Communication, Carrier Management /Vendor Management 

Competencies and Skills
Good working knowledge of working on computer
Well versed with usage of Office Apps 
Good Knowledge on Service Now or other ticketing tools 

Must haves:
. Strong knowledge on Telephony services.
· Actively collaborate with all Business Partners, Carrier & End user to take required decision.
· Knowledge to analyze Telephony cost and propose cost reduction by doing periodic cost benefit analysis.
· To closely work with Office 365 team especially “Microsoft Teams Softphone” and understand cost analysis.
· Knowledge on finance & Budget to raise PO/PR & GRN for delivered services.
· Able to manage budget preparation and allocating right budget for supported services.
· Have to work with senior management and able to collaborate with people inside and outside of IS&T.
· To Work closely with vendors and partners to deliver end results like cost saving, Service improvement
· Ability to work on P1/P2 incidents as an individual contributor
· Able to support IT corporate requirements outside the normal business hours.
· Excellent communication and customer service skills with strong attention to details and highly organized.
· Experience in using a Helpdesk based ticketing system like ServiceNow is a plus.
· Providing root cause analysis for the problems in case of user escalation
· Status reporting (Reporting availability, Server Health, Issues addressed, Service levels)
· Should familiar with ITIL process like Incident/Problem/Change/Release/CMDB Management.
· Drive efficiency and reduce the Operating cost of the Infrastructure

Behavioural:
· Should be a self-starter, good team player and a contributor
· Work with Service Desk, Local Support and users to troubleshoot, diagnose and resolve issues.
· Provide technical expertise in finding root cause of the problems and preventative actions.
· Provide high quality customer service to Alstom End users.
· Works closely with end users in order to understand their issue and resolve.
· Drive efficiency and reduce total number of Incidents and Service request by Service improvement initiatives.
· Must be able to organize/prioritize existing resources and incorporate new information, as needed, to implement the most effective solutions.
· Able to apply excellent business acumen and collaborative skills when resolving problems.
· Ready to work in shifts
· Good Oral and Written Communication skills
· Adhere to Alstom policies and procedure
· Resolve incidents / SRs as per the Alstom guidelines in a timely manner

An agile, inclusive and responsible culture is the foundation of our company where diverse people are offered excellent opportunities to grow, learn and advance in their careers.  We are committed to encouraging our employees to reach their full potential, while valuing and respecting them as individuals.