IS&T Local Operations Expert

Req ID:473306 

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.

PURPOSE OF THE JOB

• Coordinate Local End-User Support in Belgium
• Support local Infrastructure & infrastructure projects in Belgium
• Be key local contact for any operational IS&T topic, representing Belgium and BeNeLux as deputee

ORGANISATION

Organisation structure : D&IS - Digital Services – IS&T

Reports directly to :

Internal

•  IS&T Business Partner (BP) Benelux       

Other reporting to:

• ALSTOM Benelux management team and Europe region leaders [Alignment on Region and Local Objectives]

Direct reports:

•  N/A – Position requires management skills to drive external contracts – Potential IS&T Local Operations Analyst or Support

Network & Links

Internal :

• IS&T Business Partner (BP) Benelux
• IS&T Business Partner (BP) Europe
• Region IS&T Local Operation Manager
• IS&T Global Streams (Network, Security, Compute and Cloud, Quality and Compliance, Telephony, Workplace, Applications)

• ALSTOM Benelux and Europe management, Sites management Committees External :
• Consulting companies assisting in the tool creation

External :

• External IS&T Partner OSS
• External IS&T Partner Network Operations
• External IS&T Partner Information Security
• External IS&T Partner Compute & Cloud
• Belgium Local IT Providers (CT09)            

MAIN RESPONSABILITIES 

Key Accountabilities

Coordinate Local End-User Support

• Ensure the operational business relationship for the On Site Support services with the global strategic partner(s) of Alstom
• Manage Local On-Site Support teams, by giving them priorities and ensuring daily performance (KPI & SLA)
• Follow backlog for incidents & service requests, report progress to End-Users and track root cause analysis
• Monitor performance & escalate major local issues
• Act as “Remote Hands”, for IS&T pre-defined simple activities in Belgium
• Anticipate incidents and drive problem management
• Ensure Local Assets (PCs, Telephones, other IS&T equipment’s, …) are properly managed
• Follow ICQ requirements & support business in ICQ controls [Internal Quality campaigns]

Drive Local Infrastructure Projects

• Identify need for local Infrastructure projects, and raise demand to Regional Operation Manager or Local Business Partner
• Follow project management process from demand to execution
• Deliver IT related projects as per Quality/Cost/Date under End to End, under PM lead
• Identify needs for end user training / tutorials. Deliver ad-hoc training and coaching sessions
• Drive IT Secure Labs changes as well as IT Infrastructure & roll out projects for ALSTOM Customers (IT for Products)

Be key local contact for any operational IS&T topic

• Consolidate feedbacks & requirements from users, and escalate within organization when relevant (Regional Local Operations: Business Partners)
• Make proactive proposals to central organizations to improve overall performance
• Follow site KPIs (performance, assets, infrastructure budget,…) and manage action plans to ensure good performance
• Be a local relay for central teams (information gathering / local communications / …)
• Formalize description of local infrastructure (Site ADD/ID card for instance

Performance Measurements

• IS&T Performances achievements including End User Satisfaction dimension
• Participation to ALSTOM global, regional and cluster Benelux objectives
• Achievements on IS&T Project deliveries including local
• Support to Application Stream at Benelux cluster level
• Personal driven objective achievement

MAIN REQUIRED COMPETENCES

Educational Requirements

Mandatory:

• Bachelor’s Degree (or equivalent short cycle high school degree) in Computer Science or Business or Engineering supported by experience of computer systems or equivalent education and experience.
• Lang : French / English – B1 grade minimum
• ITIL Certification
• Management Experience – at the minimum Project Coordination or External Contract & Operations management

Experience

Mandatory:

• 10 years or more experience working within IT domain with a focus  on operation support,    quality and process management activities.

Desirable:

• Training & Coaching
• Ability to create and maintain documents
• Communication campaign experience

Competencies & Skills

• Over all IT Domain: good skills
• Data Centre Facilities: good skills
• Enterprise architecture: good skills
• Process and methodology (ITIL): very good skills
• Project Management: good skills
• Change Management: very good skills

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.

Job Type:​Experienced​