Staff Application Operations Engineer

It’s not just about your career or job title… It’s about who you are and the impact you will make on the world. Because whether it’s for each other or our customers, we put People First. When our people come together, we Expand the Possible and continuously look for ways to improve what we create and how we do it. If you are constantly striving to grow, you’re in good company. We are revolutionizing the way the world moves for future generations, and we want someone who is ready to move with us.

Who will you be working with?

Our best-in-class Intelligent Services, Remote Monitoring & Diagnostics (RM&D) team has overarching responsibility to deliver operational value for our customers, and create long term, sustainable value for Wabtec through collaborative business partnership, creative solutioning, strong execution, and stable operations of our application platforms & products.

How will you make a difference?

As a member of our RM&D team, Wabtec is looking for an individual to run best-in-class service delivery through operational support. The Staff Application Operations Manager role reports directly into the IT Applications organization and is responsible for all operational activities for two pillar applications, RM&D and eServices. The Operations Leader will manage a team of instance managers and the technical and functional support for multiple business critical applications. 

What do we want to know about you?

You must have:

• Bachelor’s degree in STEM (Science, Technology, Engineering and Math) or related technical field
• Minimum of 6+ years of experience working in IT, some of which including customer facing experience
• Demonstrated experience with agile/iterative project methodology such as Scrum, preferably using agile project management tools (JIRA or Rally)
• Management experience within cross-functional operations with set initiatives and balancing challenging stakeholders
• Demonstrated experience with operations management methodologies and effective usage for business
• Extensive experience in solving challenges in high pressure environments

We would love it if you had:

• ITIL Certification
• Global mindset, ability to manage and collaborate across a broad and diverse set of customers and stakeholders
• Ability to quickly identify and analyze technical risks and impacts; define alternatives and prioritizations to remove roadblocks
• Ability to quickly communicate both verbally and in writing for all levels of the organization
• Experience coaching, training, and motivating a team to adopt standards and methodologies for continuous improvement

What will your typical day look like?

Vendor Support Team Management:

• Manage a team of technical and functional experts responsible for vendor support.
• Collaborate with cross-functional support teams to ensure timely resolution of production application issues.

Prioritization and Issue Resolution:

• Work with business and IT leaders to prioritize critical issues and drive towards resolution.
• Ensure conformance to generic Operations support standards and practices.

Coaching and Monitoring:

• Coach and monitor contingent staff to maintain Operations support standards and practices.

Internal IT Process Management:

• Oversee internal IT processes such as Change Control Board, patch application testing, coordination, and communication for outages.

Performance and Operations Reviews:

• Conduct performance and Operations reviews for leadership and stakeholders using established Service Delivery metrics.

Operational Excellence and Stabilization:

• Own and be responsible for open case reduction, root cause analyses, recurring issues reduction, SLAs, and turnaround time.
• Work with cross-P&L teams to ensure system availability and minimize planned and unplanned outages.

Compliance and Risk Management:

• Collaborate with the IT Risk and Security team to ensure SOX and controllership requirements are met, including policies, standards, and application compliance.

Domain Expertise and Guidance:

• Serve as a domain expert and drive operational excellence, as well as the stabilization of Operations into process areas.
• Guide and direct the team in RM&D and eServices areas, utilizing expertise and assisting with any roadblocks.

Stakeholder Management and Escalations:

• Build strong team relationships with multiple stakeholders, including IT owners, business SPOCs, support teams, and end-users.