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IS&T NAM Operations

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Date: 22-Sep-2021

Location: Montreal, Canada, Canada

Company: Alstom

Alstom’s approach can be summarized in one word – “fluidity”.  Alstom is a global leader in passenger, freight and mining rail transportation, signalling, and infrastructure, and sets the benchmark for innovative and environmentally friendly technologies.  Alstom builds the fastest train and the highest capacity automated metro in the world, provides a wide variety of associated maintenance, modernization, overall and refurbishment services and turnkey transportation solutions.  Our 32,000 employees worldwide rigorously apply the Alstom Code of Ethics and work closely with our community of stakeholders to deliver solutions and services that bear the brand of Alstom.  Alstom businesses had sales of 6 billion for the 2014/2015 fiscal year.  Visit www.alstom.com to learn more about our business.  

 

The IS&T operating model focuses on business value and innovation while delivering operational excellence:

  • Operational excellence:
    • Development of cost-efficient services and standard solutions
    • Improvement of performance, efficiency and agility on business as usual activities with focused KPIs
    • Measure performance of IS&T services provided to internal customers
    • Provide support to end users locally and through Service Desk
    • Aligning local priorities and resources to support global processes and services

 

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

  • Standardize business processes
  • Address regional priorities
  • Improve IS&T cost variability and efficiency
  • Leverage new technologies to bring value to the business

 

The IS&T NAM Operations resource will be reporting to Regional IS&T Operations Lead is responsible for managing local IS&T support services and relationships with regional users.

 

 

Key accountabilities:

  • The IS&T NAM Operations Manager is accountable for:
    • On-site support reporting and KPIs
    • Site IS&T performance
    • Compliance of Service Delivery with SLA
    • Management and tracking of Region Equipment – PCs, Tablets, device configuration at sites
  • Continue the operational relationship with our strategic IT partner and prioritize work
  • Ensure compliance with Quality Assurance plans and Service Agreements linked to contracts
  • Formalize issues, follow up and escalation within operations teams
  • Lead incident and problem management
  • Liaise with local management, Support team, and Site Business Partner to deal with major incidents / crisis
  • Approve service requests depending on validation workflows
  • Identify needs for end user training / tutorials
  • Work on local business relationship with regional partners:
    • Escalation of issues, and ensure overall satisfaction
  • Participate in site workshop where IS&T needs to be represented (local cost reduction actions)
  • Additional Activities include Leading Central initiatives for the Region as associated to Operations

 

He / She will interact on a regular basis with Regional IS&T Operations manager, Global Operations teams, Business Partners, Projects teams, and Local Management.

 

 

 

To be considered for this role, candidate need to demonstrate the following skills experience and attributes:    

Educational requerements

  • Engineering degree preferably in Information Technology or master’s degree in Information System Management.  Or 10+ years’ experience in end user support.

 

Mandatory Experiance

  • Proven experience in end user support.
  • Fluent in English. French, Spanish, and Portuguese is a plus

 

Competencies & Skills 

  • Good communication skills - able to communicate with international teams of varying levels within the organization
  • Result oriented – self driven
  • Data Driven – extensive statistics knowledge a plus
  • Show intellectual curiosity and creativity.
  • Eager to work with autonomy in an international environment
  • Teamwork

Educational requirements

  • Engineering degree preferably in Information Technology or master’s degree in Information System Management.  Or 10+ years’ experience in end user support.

 

Mandatory Experiance

  • Proven experience in end user support.
  • Fluent in English. French, Spanish, and Portuguese is a plus

 

Competencies & Skills 

  • Good communication skills - able to communicate with international teams of varying levels within the organization
  • Result oriented – self driven
  • Data Driven – extensive statistics knowledge a plus
  • Show intellectual curiosity and creativity.
  • Eager to work with autonomy in an international environment
  • Teamwork

Alstom offers competitive salaries, an excellent benefits package, and flexible work options, as well as a uniquely diverse and unified team of professionals.  Our culture supports an environment where employees can continuously learn and gain professional growth through education, exciting projects and career mobility.  Alstom recognizes your achievements and excellent performance through various performance incentive, recognition and reward programs.  Our commitment is to you, the employee. Come work in an environment that is driven by integrity, innovation and visionary thinking.  Make the switch to a new track and join Alstom today!

 

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Alstom is a drug-free workplace. 

 

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

 

 Accommodations for Applicants with Disabilities

 

Alstom provides reasonable accommodations and/or assistance to applicants with disabilities and disabled veterans (including but not limited to other protected veterans and individuals with known physical and mental limitations).  If you need a reasonable accommodation/assistance for any part of the application and/or hiring process, please contact Alstom’s Recruiting Department at careers.us@alstom.com (please use“Accommodation Request” as the subject line).


Job Segment: Operations Manager, Quality Assurance, Operations, Technology