Staff Application Operations Engineer

About the position

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.

Responsibilities

• 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.
• Work with business and IT leaders to prioritize critical issues and drive towards resolution.
• Ensure conformance to generic Operations support standards and practices.
• Coach and monitor contingent staff to maintain Operations support standards and practices.
• Oversee internal IT processes such as Change Control Board, patch application testing, coordination, and communication for outages.
• Conduct performance and Operations reviews for leadership and stakeholders using established Service Delivery metrics.
• 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.
• Collaborate with the IT Risk and Security team to ensure SOX and controllership requirements are met, including policies, standards, and application compliance.
• Serve as a domain expert and drive operational excellence, as well as the stabilization of Operations into process areas.
• Build strong team relationships with multiple stakeholders, including IT owners, business SPOCs, support teams, and end-users.
• Act as a single point of contact for escalations, ensuring they are addressed appropriately with continuous communication.
• Receive and resolve Voice of the Customer (VOC) feedback and pass it on to leadership.
• Partner with P&L and lead mandatory compliance, productivity, and business-required initiatives beyond day-to-day operations.
• Collaborate across the IT Operations team and lead initiatives as part of the Intelligent Service Delivery strategy.

Requirements

• 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.

Nice-to-haves

• 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.

Benefits

• Health insurance
• Welfare benefits
• Retirement benefits
• Annual bonus eligibility