Operations Support Engineer

Wabtec Corporation is a leading global provider of equipment, systems, digital solutions and value-added services for freight and transit rail. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation and Faiveley Transport, the company has unmatched digital expertise, technological innovation, and world-class manufacturing and services, enabling the digital-rail-and-transit ecosystems. Wabtec is focused on performance that drives progress, creating transportation solutions that move and improve the world. Wabtec has approximately 27,000 employees in facilities throughout the world. Visit the company’s new website at: http://www.WabtecCorp.com.

It’s not just about your career… or your job title…it’s about who you are and the impact you are going to make on the world. Do you want to go into uncharted waters…do things that haven’t been done to make yours and someone else's life better? Wabtec has been doing that for decades and we will continue to do so! Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry.

This is an on-site position at the Metra customer site in downtown Chicago, IL

Summary:

The Operations Support Engineer is responsible for various inquiries, resolving product configuration and application issues for Wabtec TCOS products using a mix of technical troubleshooting and customer service skills. Our customers include engineers, developers, integrators, and end users.  

Duties and Responsibilities:

Ensure customers success by fostering a balanced relationship that benefits both Wabtec and the customer with the goal of producing the highest level of customer support and satisfaction. Manage and deliver solutions for Incidents and service requests that meet or exceed Customer Service Level Agreements (SLAs) and Wabtec Operational Level Agreements (OLAs)

In this role, you will:

• Focus on Wabtec TCOS Application Support

• Troubleshooting, triage and classification of incidents against the product specification and system requirements specification (SRS) for data related scope of work;

• Single interface to systems engineering, software engineering, product, verification and validation teams during the maintenance support contractual term;

• Perform operational level product validation and qualification testing for production releases;

• Work with internal systems, software engineering, product and program management teams to prioritize tickets for triage, sprint and release planning for planned, unplanned and hot fixes;

• Provide subject matter expertise for all incoming customer tickets;

• Available to provide on-call support for production related issues including after business hours as required;

• Collect relevant data, analyze logs, debug and troubleshoot failures before handoff to Sustaining Engineering for software development and remediation;

• Perform relevant database and configuration setup and maintenance as required in coordination with the Data Services team;

• Capable of Infrastructure Support and/or working with the Infrastructure Support team on the following:

• Active migrations between servers

• Troubleshooting network related incidents

• Identification of performance issues

• Architecture design and system implementation

• Capable of providing configuration and maintenance for SQL DBMS including:

• SQL installation & initial configuration

• Security Audits & User Account Administration

• Monitoring and Alerting

• Replication and schema management

Minimum Qualifications****:

• Minimum 4 years of experience in a phone, e-service and on-site IT support services environment

• Minimum 3 years of customer facing experience

• Minimum 2 years supporting production environments

• Strong analytical, troubleshooting problem-solving and root cause analysis skills

Knowledge, Skills and Abilities:

• Strong written and verbal communication skills, with the ability to present to different audiences and bring the message across in a concise, professional manner.

• Prior rail operating experience a plus

• High attention to detail and organization skills

• Excellent client relationship management and customer support skills

• Self-motivated, quick learner and results oriented with a clear-focus on quality

• Demonstrate a strong background and familiarity with the Microsoft.NET ecosystem

• Strong understanding of general network design principles including TCP/IP and UDP

• Experience with network monitoring tools such as Wireshark and DataDog

• A strong understanding of windows operating systems with focus on Windows 10 and newer.

• A thorough knowledge of SQL DBMS with focus on SQL 2016 and newer.

• Experience working with DBMS in a production critical environment.

• Experience working with Red Gate or VSTS Data tools

• Strong knowledge of replication, SQL profiler, SQL Management Studio, scripting and package administration

• Experience working with XML

Physical Demands:

• Employee is regularly required to talk and hear.

• Remaining in a stationary position, often standing or sitting for prolonged periods.

• Repeating motions that may include the wrists, hands and/or fingers.

• Assessing the accuracy, neatness and thoroughness of the work assigned.

Work Environment:

• The employee will normally work in a temperature-controlled office environment, no adverse environmental conditions expected.

• This position is required to be on-site at a customer site in Chicago located at:

1501 South Canal Street

Chicago, IL 60607

Relocation Assistance not provided

Wabtec Corporation is committed to taking on the world’s toughest challenges. In order to fulfill that commitment we rely on a culture of leadership, diversity and inclusiveness. We aim to employ the world’s brightest minds to help us create a limitless source of ideas and opportunities. We believe in hiring talented people of varied backgrounds, experiences and styles…people like you! Wabtec Corporation is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or protected Veteran status. If you have a disability or special need that requires accommodation, please let us know.