Job Description

Req ID:485145We 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
AnalystNetworks and Links :
Internal :Local Operations
BP's
Service Now
Incident Management
RPA & AutomationExternal:
BP Team
OSS Team
ROM TeamMain 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 ManagementCompetencies and Skills
Good working knowledge of working on computer
Well versed with usage of Office Apps
Good Knowledge on Service Now or other ticketing toolsMust haves:
. Strong knowledge on Telephony services.
xc2xb7 Actively collaborate with all Business Partners, Carrier & End user to take required decision.
xc2xb7 Knowledge to analyze Telephony cost and propose cost reduction by doing periodic cost benefit analysis.
xc2xb7 To closely work with Office 365 team especially xe2x80x9cMicrosoft Teams Softphonexe2x80x9d and understand cost analysis.
xc2xb7 Knowledge on finance & Budget to raise PO/PR & GRN for delivered services.
xc2xb7 Able to manage budget preparation and allocating right budget for supported services.
xc2xb7 Have to work with senior management and able to collaborate with people inside and outside of IS&T.
xc2xb7 To Work closely with vendors and partners to deliver end results like cost saving, Service improvement
xc2xb7 Ability to work on P1/P2 incidents as an individual contributor
xc2xb7 Able to support IT corporate requirements outside the normal business hours.
xc2xb7 Excellent communication and customer service skills with strong attention to details and highly organized.
xc2xb7 Experience in using a Helpdesk based ticketing system like ServiceNow is a plus.
xc2xb7 Providing root cause analysis for the problems in case of user escalation
xc2xb7 Status reporting (Reporting availability, Server Health, Issues addressed, Service levels)
xc2xb7 Should familiar with ITIL process like Incident/Problem/Change/Release/CMDB Management.
xc2xb7 Drive efficiency and reduce the Operating cost of the InfrastructureBehavioural:
xc2xb7 Should be a self-starter, good team player and a contributor
xc2xb7 Work with Service Desk, Local Support and users to troubleshoot, diagnose and resolve issues.
xc2xb7 Provide technical expertise in finding root cause of the problems and preventative actions.
xc2xb7 Provide high quality customer service to Alstom End users.
xc2xb7 Works closely with end users in order to understand their issue and resolve.
xc2xb7 Drive efficiency and reduce total number of Incidents and Service request by Service improvement initiatives.
xc2xb7 Must be able to organize/prioritize existing resources and incorporate new information, as needed, to implement the most effective solutions.
xc2xb7 Able to apply excellent business acumen and collaborative skills when resolving problems.
xc2xb7 Ready to work in shifts
xc2xb7 Good Oral and Written Communication skills
xc2xb7 Adhere to Alstom policies and procedure
xc2xb7 Resolve incidents / SRs as per the Alstom guidelines in a timely mannerAn 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.

Alstom