IT Operations Lead- USA

IT Operations Lead – USA (Req ID: 497319)
Salary Range: $87,000 – $100,000
Location: Hornell, NY or Pittsburgh, PA – candidate must be local and available for onsite work

About Alstom:
Alstom is a global leader in smart, sustainable mobility — offering trains, metros, signalling, infrastructure, and digital solutions in over 60 countries. With more than 80,000 employees, we’re committed to greener, smarter transport networks that connect cities and reduce carbon emissions.

Operating Philosophy: IS&T Model

At Alstom, our IS&T operating model balances value and innovation with uncompromising operational excellence. Key priorities include:

• Developing cost‑efficient services and standardized solutions

• Driving performance, efficiency, and agility in everyday operations through targeted KPIs

• Measuring how IS&T services perform for internal users

• Supporting end users locally and through a Service Desk

• Aligning local priorities and resources to integrate with global IS&T processes and standards

This model is grounded by four guiding principles:

1. Standardization of business processes

2. Responsiveness to regional priorities

3. Improving cost variability and operational efficiency

4. Leveraging innovative technologies to deliver business value

Role Overview

The IT Operations Lead reports to the Americas IS&T Region Operations Manager and oversees local IS&T support services while managing relationships with regional stakeholders. This role ensures that local operations align with global objectives without sacrificing responsiveness or service quality.

Key Responsibilities

• Track, analyze, and report on on‑site support metrics and KPIs

• Maintain site IS&T performance in compliance with Service Level Agreements (SLAs)

• Oversee management and tracking of regional hardware (PCs, printers, tablets, phones) and site configurations

• Maintain the operational partnership with strategic IT vendors and prioritize work accordingly

• Enforce compliance with quality assurance plans and contractual service agreements

• Log, follow up, and escalate issues within operations teams as needed

• Lead incident and problem management protocols

• Coordinate with local management, support teams, and business partners during crises or major incidents

• Approve service requests in line with established validation workflows

• Identify needs for end‑user training or tutorials and ensure delivery

• Cultivate local business relationships with regional stakeholders

• Handle escalations to maintain user satisfaction and operational integrity

• Represent IS&T operations in site-level workshops and forums

• Lead or support central operational initiatives across the region

Required Qualifications, Skills & Attributes

Education / Experience

• Engineering degree (IT preferred) or Master’s in Information Systems; or a minimum of 10 years of experience in end‑user support

• Proven track record in end‑user support and IT operations roles

Language Skills

• Fluent in English

• Proficiency in French, Spanish, or Portuguese is a plus

Core Competencies

• Strong, effective communication with international and cross‑functional teams

• Results-driven and self-motivated

• Data-oriented: confident working with metrics, KPIs, and statistical insights

• Intellectual curiosity and creative approach to challenges

• Ability to work independently in a global environment

• Collaborative mindset and team orientation

You don’t need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, you’ll be proud. If you’re up for the challenge, we’d love to hear from you!

Important to note

As a global business, we’re an equal-opportunity employer that celebrates diversity across the 63 countries we operate in. We’re committed to creating an inclusive workplace for everyone.