Company: Alstom Transport
Alstom is a global leader in the world of rail infrastructure and sets the benchmark for innovative and environmentally friendly technologies.
Alstom Transport 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.
Purpose of the job;
This role reporting to the Academy Operations Manager 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.
Operate and maintain availability of the following:
·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 inc 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 comms 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 inc 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 CPD 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 LMS (Crossknowledge)
·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, OTD, and/or customer satisfaction to the appropriate manager/POC as applicable.
·Deputise for the Operations Manager when required to support continuity of operations.
·Min L3 in Maths, English – critical
·IT support services/0perations certification at L3/L4 + desirable
·Vocational and knowledge qualifications in IT/Business ITC/Computing science to min HND (L4) – required MSCE – desirable
Desired Knowledge and Experience
·Demonstrable IT operations experience in a company/private training org or college/work based learning/training environment or similar business environment - advantage
·Excellent troubleshooting and problem solving knowledge and skill - critical
·Customer focussed operations / service delivery experience -critical
·Demonstrable experience of team working - critical
·Ability to work within a matrix organisation - critical
·Managing variable personal and departmental workloads
·Excellent communication and people engagement skills - critical
Behavioural Skills and Competencies
·Self-starter able to work with a degree of autonomy
·Manages priorities and self to achieve results
·Communicates with clarity and understanding
·Quick to understand customer and internal/external stakeholders’ expectations and drivers
·Able to work under pressure in a demanding environment
·Negotiates to obtain buy in and success
·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
·Knows what good looks like and achieves it.
Technical Skills and Competencies
·Detailed working knowledge of and skills with supporting cloud based systems, Learning Mgt Systems, Competency Mgt Systems, Microsoft Office/365 Applications inc SharePoint (or other shared team mgt system), electronic scheduling/planning tools – including tech support, design and content management - advantage.
·MS Azure and MS SharePoint structure/design knowledge –critical
·Working knowledge and up to date config/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 - ideal
·Management/supervision of customer operations / service delivery experience –advantage
·ITC Literate – excellent MS Office applications use (especially Word, Excel, SharePoint ) audio, visual and written presentation – critical