Service Continuity Manager

Apply now »

Date: 17-Nov-2022

Location: Bangalore, IN

Company: Alstom

Req ID:378301 

Leading societies to a low carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation. Our product portfolio ranges from high-speed trains, metros, monorail, and trams to integrated systems, customised services, infrastructure, signalling and digital mobility solutions. Joining us means joining a caring, responsible, and innovative company where more than 70,000 people lead the way to greener and smarter mobility, worldwide

This role will dual hat as Service Contituity Lead as well as Play the role of an Incident Manager. 

Service Continuity Lead - Key Responsibilities:

  1. Responsible for creating, maintaining and amending Service Continuity as a process within Alstom.
  2. Own and maintain the IT Service Continuity Management (ITSCM) Process and Plan, Managing the governance around ITSCM.
  3. Drive Service Continuity Drill covered all Services of IS&T – including Partners.
  4. Ensure Service Continuity footprint is spread across all verticals of IT&T.
  5. Will be the Point of Contact on all ITSCM topics. 
  6. Schedule DR drills, Communicate effectively with all stakeholders frequently by providing DR updates.
  7. Identify the Mission and business critical applications, work closely with respective application owners to understand the applicaiton design, backup plans and DR plans.
  8. Agree test objectives with the Service Owners including rational for the test RTO, RPO as well as disaster scenarios considered
  9. Create and maintain a forward looking Service Continuity Drill Calendar.
  10. Conduct Training and Workshops to ensure clear understanding of the needs and requirements of Service Continuity.
  11. Manage a centralised location for all IT Service Continuity documentations
  12. Monitor the progress of tests, record and report on relevant information, timelines and any deviations from the test plan. Record and evaluate results of tests and applicability of acceptance criteria
  13. Participate in Audits and Compliance requirements – ensure set requirements are met, open items if any are tracked and closed.

 

Incident Manager - Key Responsibilities:

 

  1. Manage production incidents to resolution in a 24/7/365, over the weekend on-call environment using the standard Alstom incident management processes and inform management at all levels of status, impact and resolution actions.
  2. Effectively lead and guide Incident triage calls from a technical perspective analyzing different components of the infrastructure and application environments using event monitoring solutions like APM.
  3. Influence other technical teams on the calls and articulate troubleshooting steps effectively.
  4. Lead required technical follow-up calls for high profile incidents.
  5. Ensure appropriate functional and management escalation takes place as per the standards and procedures.
  6. Follow up on items that could potentially negatively impact production operations, assist with post-mortem related activities and support various efforts related to operational improvements.
  7. Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports and address ad-hoc requests.
  8. Ability to analyze different components of the infrastructure and application environments during Incident triage calls.
  9. Aptitude to influence other technical teams on the incident calls and articulate troubleshooting steps effectively.
  10. Experience and confidence working with all levels of management; excellent written and verbal skills. Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to run large conference calls during Incident calls with a wide range of personnel and management levels..
  11. Hands on experience with ServiceNow, , or other ticketing tools is required.

Alstom is the leading company in the mobility sector, solving the most interesting challenges for tomorrow’s mobility. That’s why we value inquisitive and innovative people who are passionate about working together to reinvent mobility, making it smarter and more sustainable. Day after day, we are building an agile, inclusive and responsible culture, where a diverse group of people are offered opportunities to learn, grow and advance in their careers, with options across functions and geographic locations. Are you ready to join a truly international community of great people on a challenging journey with a tangible impact and purpose?  

 

Equal opportunity statement:
Alstom is an equal opportunity employer committed to creating an inclusive working environment where all our employees are encouraged to reach their full potential, and individual differences are valued and respected.  All qualified applicants are considered for employment without regard to race, colour, religion, gender, sexual orientation, gender identity, age, national origin, disability status, or any other characteristic protected by local law. 

 

 

 

 

Job Type:​Experienced​


Job Segment: BPO, Recruiting, Manager, Operations, Human Resources, Management