IT & Applications Technical Operations Officer

Job description

Alstom

Alstom is a global leader in the world of rail infrastructure and sets the benchmark for innovative and environmentally friendly technologies. Alstom employs approximately 2,000 people at over 20 different locations in the UK & Ireland. We are a major supplier & maintainer of tramways, main line trains, metro cars, electrical renovation & signalling systems.

The Alstom Academy for Rail (AAfR) in Widnes has been created to be an internationally recognized Centre of Excellence for training and innovation with the objective of playing a leading role in delivering the skills and qualifications needed for the sector making the digital railway a reality. The Academy will leverage digital technology to deliver a world class learning experience for all our customers.

POSITION OVERVIEW

The role of IT & Applications Technical Operations Officer is key to the successful delivery of the Academy vision, roadmap and revenue achievement. Reporting to the Academy Operations Manager this role is responsible for ensuring the Academy IT infrastructure, business systems, software applications, audio-visual and augmented/virtual reality training aids operate and are maintained as specified, effectively and efficiently in order to deliver a quality and on time service to customers both internal and external.

RESPONSIBILITIES

The Postholder will work within the Academy operations team, providing 1st level support and admin for Network availability, IT assets management, licenses management, AV availability support, website and IT applications design/refresh/support, liaising with other team members, trainers, 3rd party organizations and learners (all ages).In particular, the role will be responsible for the operation & availability of the follow:-

·  Local area network throughout the facility to provide high-speed access to core IT functionality to both training staff and trainees
·  Wireless networking throughout the facility to support staff, trainees and visiting guests
·  Local on-site infrastructure to support the environment including perimeter firewalls to protect the environment from external intrusion and to control and monitor external traffic
·  Audio-visual facilities (display screens etc) in all training rooms, conferencing and boardroom facilities including reception to display relevant training/info content/video streams material plus interactive video conferencing etc.
·  Desktop, Laptop and mobile assets for Academy staff and trainees, including a standardised OS build image for each
·  With facilities management ensure onsite IT facilities at the Academy (i.e. small server room including communication rack) are adequately maintained and that any contractor work impact in that area is managed to minimise downtime.
·  Academy cloud based services in Microsoft Azure to minimise on-site infrastructure reliance and utilise an OPEX expenditure model where possible.
·  Academy intranet – SharePoint and associated resources
·  Augmented and Virtual reality training and demonstration aids/equipment
·  Managed print services and 3rd party supplied MFPs
·  Provide Academy IT and business applications systems 1st and 2nd line support to staff and learners. Including remote/telephone assistance as be needed to resolve.
·  Develop capability through Continuous Personal Development and act as the team IT systems first line support ‘go to’ for learning technology and Academy business applications specialist knowledge and support.
·  Ensure the escalation of urgent issues is acted upon in a timely manner to resolve with 3rd parties.
·  Provide and execute professional design and site management of the Academy SharePoint site and Learning Management System.
·  Provide website design/management support for the updating of embedded collateral, news feeds, prospectus items, training schedule and links to other resources and social media feeds to/from Alstom on the Academy website and any associated micro sites within scope.
·  Assist the wider operations team with applicable Academy/business processes for: scheduling, planning, resource utilisation, delegate admin/housekeeping, team correspondence/organisation etc. during periods of heavy workload in agreement with the Operations Manager.
·  Achieve personal and support team KPIs/SLA across the whole provision and portfolio of services as applicable to the role.
·  Contribute actively in the further development of operations provision to meet the needs of the Academy.
·  Own the Customer Experience –deliver and ensure the customer experience is best in class; includes continuous improvement, mistake proofing actions, customer satisfaction reporting, benchmarking and feedback for the fulfilment of Academy SLA/metrics
·  Assist in the creation and design of online materials/resources where applicable in support of the Academy provision and delivery schedule.
·  Liaise with Alstom Widnes facilities and site management to ensure all maintenance contracts, IT systems contracts and support and site/H&S and legal compliance and quality management processes are in place; and are achieving SLAs.
·  Provide timely management information reports/dashboards as required.
·  Ensure that the service delivery meets the required quality and EHS standards for the Company/Academy.
·  Timely and accurately escalate all issues concerning safety, safeguarding, protect, failures in service, On Time Delivery, and/or customer satisfaction to the appropriate manager/POC as applicable.
·  Deputise for the Operations Manager when required to support continuity of operations.

Postholder Requirements

Essential:

·  Min L3 qualifications in Literacy and Numeracy
·  MS Azure and MS SharePoint structure/design knowledge and capability Website support and design
·  Excellent troubleshooting and problem solving knowledge and skills
·  Demonstrable experience of effective team working
·  Ability to work within a matrix organisation
·  Excellent communication and people engagement skills
·  ITC Literate – excellent MS Office applications use (especially Word, Excel, SharePoint ) audio, visual and written presentation
·  Quick to understand customer and internal/external stakeholders’ expectations and drivers
·  Able to work under pressure in a demanding environment with a degree of autonomy
·  Ability to make decisions, act upon them quickly and be accountable
·  Attention to detail
·  Innovative and creative, able to learn new concepts and ways of working
·  High professional expectations of self and others

Desirable:

Technical Skills and Competencies

·  Vocational and knowledge qualifications in IT/Business ITC/Computing science to min HND (L4)
·  Detailed working knowledge of and skills with supporting cloud based systems, Learning Mgt Systems, Competency Management Systems, Microsoft Office/365 Applications including SharePoint (or other shared team mgt system), electronic scheduling/planning tools – including tech support, design and content management.
·  IT support services certification at L3/L4 + 
·  Working knowledge and up to date configuration/build/service experience of IT networks, Wireless Access, servers, UPS systems and end client machines.
·  Understanding / experience in the use of digital technology and business systems to deliver training services Management/supervision of customer operations / service delivery experience
·  Demonstrable IT operations experience in a company/private training org or college/work based learning/training environment or similar business environment

MSCE/CISCO cert or similar

At Alstom UK and Ireland, we offer you the opportunity to unleash your potential and help drive our organisation forward.  We are striving to be an employer that delivers on equality and diversity in the workplace.  We do this by seeking to create an inclusive, fair and respectful environment for all our current and future employees.  As a 'Disability Committed' employer, we will interview all disabled job applicants who match the essential criteria of the job description or specification. More information about Alstom can be found at: www.alstom.com/uk