Description:
The Analyst, Solution Management role is responsible for providing technical support to the Rail Traffic Control (RTC) system and coordinating with other Information and Technology (I&T) stakeholders to ensure the integrity and evolution of the products they are accountable for. The role ensures that these products perform within agreed-upon Service Level Agreements (SLAs), adhere to I&T standards (e.g., Security and Architecture), maintain support excellence, and always stay current. Acting as the primary escalation point during problem resolution, the incumbent keeps business stakeholders informed of progress.
Main Responsibilities Critical Systems Operations and Support
- Maintain and support critical Train Dispatch Systems to ensure smooth train operations
- Setup, configure, and maintain system servers and workstations
- Configure, test, and install vendor system releases
- Prepare, test, and implement database changes
- Troubleshoot system issues, conduct Root Cause Analysis (RCA), and implement resolutions
- Participate in the development of a new critical dispatch system (i.e., PDS2.0) being developed by Wabtec
- Provide first-line support for the system once in service, focusing on improving performance and availability
- Automate and optimize support tasks
- Ensure compliance with all relevant CN I&T standards (e.g., Security, Architecture, Project Delivery Methodology, Sarbanes-Oxley (SOX), Information Technology Infrastructure Library (ITIL))
- Maintain and Support the Office Communication Gateway (OCG) and Aserver systems, and assist with the packet switch migration to the OCG project
Release, Change and Incident Management
- Coordinate system changes with all relevant stakeholders
- Lead incident resolution, ensuring full recovery and resolution within the SLA, followed by problem investigations, including defect creation
- Handle releases, defining implementation plans including deployment, cutover, and fallback and ensure successful deployment to the production environment
- Effectively and promptly inform business stakeholders of recovery activities
Documentation, Training and Collaboration
- Interface with business colleagues, I&T Help Desk, I&T Command Center (ITCC), I&T support teams, or vendors
- Collaborate with team members to enhance overall support and product evolution activities
- Create, update, and manage comprehensive documentation for internal processes, procedures, and best practices
- Collaborate with Subject Matter Experts (SMEs) to ensure accuracy and relevancy of documentation
- Develop clear and concise job aids, manuals, and instructional materials to support training and onboarding efforts
- Establish a central repository for easy access to documentation by team members
- Regularly review and update existing documents to reflect process changes
- Provide training and support to team members on effective use of documentation resources