It Site Support Specialist - Capmetro

Knowledge and Experience:

15 years of implementation and operational sustainment of the enterprise services hosted on-premise as well as within cloud-based IaaS, PaaS and/or SaaS environment (Microsoft Azure and/or Amazon Web Services) as well as general on-premise IT infrastructure and mobile solutions (network, endpoint, compute, IoT), real-time monitoring and related technologies .
10 years of supporting geographically dispersed 24x7x365 local and remote end users, to meet or exceed stringent contractual/corporate Service Level Agreements (SLAs) – 4 9s and/or 5 9s availability.
5 years' experience in transport/ public transport/ service industry
5 years' experience in corporate support function (platform managing multiple locations) and interfacing with decentralized team to supporting multiple locations within North American region.
5 years of supporting the enterprise adaptation of the NIST FIPS 140 & SP 800, ISO 27001/27002, CIS, PCI-DSS cybersecurity framework and implementation methodologies.
Knowledge/exposure to onboard equipment systems (DriveCam/ CAD AVL/ cellular technologies. is preferred).
Experience in identifying technical feasibility and POC/testing/deploying innovative solutions.
Demonstrated experience in implementing and supporting enterprise business intelligent platforms (Tableau, Microsoft Power BI, and/or Amazon QuickSight).
Develops and implements an infrastructure system in accordance with the enterprise architecture, cybersecurity policies (including but not limited to federal regulations and corporate compliance), and assures programs and operations are delivered on time and on budget and meet all SLAs required by the programs served by the infrastructure and enterprise applications.
Must have an undergraduate degree from an accredited university or college in computer science/engineering, information technology, or a related field of study.
Graduate degree from an accredited university or college in computer science, information technology or a related field of study is preferred.
Active professional credentials in any two of the following: Certified Information Systems Security Professional (CISSP), ITIL v3 Practitioner/v4 Foundation certified, Certified Engineer in Microsoft and/or Microsoft Azure, Cisco Certified Network Professional (CCNP).
Skills: Identifying, developing, and applying best practices in information technology, design, acquisition, policies, procedures, and principles necessary to ensure delivery of technology investments / contractual obligations.
Designing, implementing, and evaluating information systems in complex organizations supporting mission operations and maintaining system performance.
Collaborating with internal and PTA's Chief Information Security Officer to effectively implement and sustain a cybersecurity enterprise and to provide support in the development of the strategic direction to enable PTAs or KNA divisions to prepare for, detect, and respond to cyber-attacks.
Exceptional time management and organizational skills.
Excellent leadership skills to guide and inspire teammates and project partners.
Excellent communication skills to interact with both stakeholders and team members.
Exceptional knowledge of IT systems and software development.
Strong attention to detail.
Ability to multitask.
Ability to work under pressure and manage multiple projects/teammates at once to meet deadlines.
Key Accountabilities:

Duties Design, Manage, and Maintain IT service infrastructure and real-time monitoring/notification capabilities
Use industry best practices to provide a secure computing environment
Manage ticket escalations that require infrastructure change/release to address elevated outages and cyber incidents
Senior technical member of the off-hour critical response team
Help evaluating IT and software projects
Partner with other SMEs to provide solutions / Consult on best practices for IT and Solution
Plan and Design solutions to introduce and increase systems & operational efficiency, stability, reliability, and sustainability
Recommend solutions for information systems to support our clients in transforming their businesses, in line with best industry standards
Member of the onsite technical deployment teams during mobilization/demobilization efforts within the region
Collaborate with cross-functional teams, peers and support / execute the shared services platform vision for IT services, in line with Keolis North America's CIO's vision.
IT Infrastructure Adhere to and support evaluation of policies and procedures
Cybersecurity for traditional IT environment as well as Transit Operational Technologies (to include SCADA systems)
Address escalated Site/Companywide outages via helpdesk
Maintain reliable infrastructure and real-time monitoring capabilities for business continuity
Manage Vendor's responsibility and enforce agreed SLA
Create and Upkeep Documentation for Services and Infrastructure
Off-hour critical response team
Solution Delivery Support procurement and digital solutions leadership in evaluation of adherence to technical relationship with vendors
Report on accountable project status
Identify, present, and articulate infrastructure budget to Director/VP
Evaluate and assess current state infrastructure against changing market trends to realize cost optimization
Advise budget, project, and change control within the organization.
Build an infrastructure/systems roadmap that will help define the technical business plan within KTA
Management / Organization Build and maintain a stable foundation to support business units reporting functions
Load balancing team workload by understanding project requirements, prioritizing, delegating, and tracking tasks, supervising work, and providing guidance as required to ensure quality changes are released to production, and efficient achievement of department goals.
Manage, leverage, and interact with Keolis North America Digital Solutions to deliver objectives of the organization through project requirements, estimating, communicating project status, identifying resources gaps; identifying, prioritizing, and tracking tasks, providing guidance as required to ensure quality changes are released to production, and efficient achievement of department goals.
Support and enforce client and vendor facing SLA's alongside procurement to avoid interruption in business continuity.
Client relationship and external relationships Accountable for infrastructure risk mitigation in support of contractual delivery of service to clients, compliance and other as needed.
Act as a support business liaison with other workstreams and peers.
Identify opportunities to improve delivery against the contract within the shareholder expectations to develop win-win outcomes for operator and client in accordance with our value of 'we commit'.
Additional Statements: Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check. Must pass a physical examination.
Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the most successful transportation company in the world.
Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations to our people and the communities in which we operate.
EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, or gender identification. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible

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