About this role
Job Requirements Purpose of the Job He/she provides timely and effective technical resolution and support to TCMS/DMI development and testing team across Alstom Sites. He/she continuously develops and improves support processes and documentation to enhance satisfaction with the resolution process and align with company standards and best practices. He/she collaborates effectively with cross-functional teams to ensure proper communication and coordination. Position in the Organisation Organisation Reporting Hierarchical: Support Team Leader Network & Links • Train Control & Monitoring System – Software Development Engineer • Train Control & Monitoring System – Verification & Test Engineer • Software Architects Missions Performance Measurement/KPI’s • Maintain a closure rate of tickets above 75% on a rolling 1-month window to ensure timely and effective resolution of support requests. • Actively maintain a complexity ratio greater than 40% to support competency development. • Provide timely resolution to tickets raised, meeting or exceeding the defined resolution time target to ensure high levels of customer satisfaction.
Work Experience Responsible for: • Provide timely and effective technical support to internal customers including developers, testers.., through redmine ticketing system. • Troubleshoot, diagnose and resolve technical issues related to software, hardware and network systems. • Maintaining accurate and up-to-date documentation of tickets, resolutions and investigations using designated tools and platforms (redmine, clearcase, clearquest). • Proactive monitoring and maintenance of system/test bench and security using various tools and techniques to detect potential issues, prevent technical problems and ensure stability. • Continuously improve support processes and documentation to increase efficiency, ensure compliance with company standards and enhance customer satisfaction • Collaborate with relevant stakeholders to identify the impact of product obsolescence and platform roadmap on support operations, and contribute to the development of effective support strategies and plans. • Establishing and sharing Return on Experience of his/her activities with Support Team Leader and proposing improvements on redmine ticketing system and tools used Job Specifications Knowledge & Experience • Hands-on development experience of two or more years on AGATE (Advanced Generic Alstom Transport Electronics) platform for TCMS which includes Alchemist, Diagnostics Editor, OCoCheTo, Dataplug Manager. • Experience in Codesys Modeling and code generation (added advantage). • Experience in developing in IEC61131-3 software or using model-based development tools like Controlbuild. • Experience with troubleshooting at testbench/train-lab using maintenance tools such as Wireshark, Traintracer, Putty, Filezilla. • Familiarity with real-time, distributed controllers and their functioning and networking such as DNS, DHCP, SOAP. • Knowledge of real time network protocols like MVB, CIP, CAN, TRDP, HPTS.