Is&t Local Operator

2 mesi fa

Sesto San Giovanni, Italia ALSTOM A tempo pieno

Req ID:404488

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

For our **Sesto San Giovanni site** in **Italy **we are currently looking for a motivated and enthusiastic

**IT Local Operator**

The IT Local Operator is responsible for managing local IS&T support services and infrastructure and for supporting HQ and Regional initiative and projects.

**Key Responsibility and Accountability Areas**:

- Stay connected with the specific business and the regional / site IS&T Business Partners to manage expectations regarding SLA delivery, IS&T spend and specific IS&T challenges on the site
- Support the implementation of new IT tools and services across the Alstom sites that may need local interventions
- Support the change management efforts for implementation of policy changes, projects and/or transformation to the Alstom end-users or local infrastructure environment
- Promote and help build documentation of all operational processes in ServiceNow for the local IT engineers to follow
- Manage the operational relationship with Alstom’s strategic IT partners at the site level, remain involved in the partner operations at a daily/weekly level and help prioritize work based on Alstom’s needs
- Ensure strategic partners deliver on SLA (Service Level Agreement) commitments through enforcement of processes and periodic reviews
- Implement corrective action plans for areas when IT service delivery is not meeting business expectations
- For major outages or high impact incidents, review detailed RCA (Root Cause Analysis) documents. Coordinate with the central teams as needed to ensure provider implements all RCA action items to prevent re-occurrence
- Identify the specific local opportunities and work with strategic partner(s) to explore solutions available to tackle issues with the IT environment at the Alstom sites.
- Work with the Service Management team to manage the ticketing systems and "knowledge bases" which contains articles, procedures, and manuals based on commonly encountered problems and their solution
- Communicate and be the focal point for the dissemination of information from Alstom management to the partner regional operations team(s) and vice versa
- Be responsible for escalation management to tackle user dissatisfaction issues
- Help improve adherence global IT standards and processes and help adapt global procedures to specific local requirements when needed
- Collaborate with project teams when needed to ensure timely delivery and quality of key project deliverables in the region
- Coordinate with central teams on local infrastructure issues (LDR / Network)
- Ensure compliance on local procurement processes so that partners are paid timely and as per the terms of the contract
- Drive the team to act as a change agent at the local sites to drive and enforce IT policies and guidelines
- Be flexible for local needs but manage global processes, also remain available on-call for local emergency situations at all times

**Profile**:

- Graduated with a Bachelor’s degree in Engineering, Science or Technology, should have at least 10 years of experience in IT, preferably in areas like on-site support or service desk Hands-on experience with end-user related technologies / domains is an added advantage and preferred
- Should have good communication, strong general management and people management skills
- Demonstrates strong overall understanding of mainstream IT systems, hardware, software and practices in order to effectively implement and support IT and end-user community
- Should have sound understanding and relevant experience in managing ITIL processes and framework
- Ability to collaborate, influence and motivate cross-functional teams
- Ability and flexibility to adapt to change, including shifting and competing priorities
- Demonstrate a strong customer, quality, cost and delivery focus
- Demonstrate collaborative work approach with strong abilities in relationship management

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 gre

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