ANALYST - Telephony (485145)
ANALYST - Telephony (485145)
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Job Description
Req ID:485145
We create smart innovations to meet the mobility challenges oftoday and tomorrow. We design and manufacture a complete range of transportation systems from high-speed trains to electric busesand driverless trains as well asinfrastructure signalling and digital mobility solutions. Joining us meansjoininga truly global community ofmore than75000 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> Analyst
Networks and Links :
Internal :
Local Operations
BPs
Service Now
Incident Management
RPA & Automation
External:
BP Team
OSS Team
ROM Team
Main 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 Management
Competencies and Skills
Good working knowledge of working on computer
Well versed with usage of Office Apps
Good Knowledge on Service Now or other ticketing tools
Must haves:
. Strong knowledge on Telephony services.
Actively collaborate with all Business Partners Carrier & End user to take required decision.
Knowledge to analyze Telephony cost and propose cost reduction by doing periodic cost benefit analysis.
To closely work with Office 365 team especially Microsoft Teams Softphone and understand cost analysis.
Knowledge on finance & Budget to raise PO/PR & GRN for delivered services.
Able to manage budget preparation and allocating right budget for supported services.
Have to work with senior management and able to collaborate with people inside and outside of IS&T.
To Work closely with vendors and partners to deliver end results like cost saving Service improvement
Ability to work on P1/P2 incidents as an individual contributor
Able to support IT corporate requirements outside the normal business hours.
Excellent communication and customer service skills with strong attention to details and highly organized.
Experience in using a Helpdesk based ticketing system like ServiceNow is a plus.
Providing root cause analysis for the problems in case of user escalation
Status reporting (Reporting availability Server Health Issues addressed Service levels)
Should familiar with ITIL process like Incident/Problem/Change/Release/CMDB Management.
Drive efficiency and reduce the Operating cost of the Infrastructure
Behavioural:
Should be a self-starter good team player and a contributor
Work with Service Desk Local Support and users to troubleshoot diagnose and resolve issues.
Provide technical expertise in finding root cause of the problems and preventative actions.
Provide 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.
Must be able to organize/prioritize existing resources and incorporate new information as needed to implement the most effective solutions.
Able to apply excellent business acumen and collaborative skills when resolving problems.
Ready to work in shifts
Good Oral and Written Communication skills
Adhere to Alstom policies and procedure
Resolve incidents / SRs as per the Alstom guidelines in a timely manner
An agile inclusive and responsiblecultureis the foundation of ourcompanywhere diverse people are offered excellent opportunities to grow learn and advanceintheir are committed toencouragingour employeesto reach their full potentialwhile valuing and respecting them as individuals.
Required Experience:
IC
Employment Type
Full Time
