Sr Manager, Digital Operations

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.

The Sr. Manager-Digital Operations will be responsible for ongoing operations of Wabtec’s commercial Software as a Service product infrastructure, including performance & availability targets, outage planning & response, continuous support coverage, break-fix and enhancement requests.This role is focused on the Logistics product lines but will also help with other product lines and will be tasked with managing 24/7 support processes, including managing and directing Enterprise and product support teams, negotiating service level agreements with internal and external providers, and establishing standard operating procedures. This role will be closely aligned with engineering, commercial, and other Wabtec teams, as well as customers to coordinate activities across broad set of stakeholders and responsible teams.

Duties and Responsibilities:

• Manage SLAs and SOPs for supporting teams to comply with product commercial needs.
• Ensure that problems reported by internal and external users are addressed in a proficient and expedient manner.
• Serve as a single point of contact for internal and customer escalations.
• Manage overall support budget, including both teams and infrastructure resources.
• Drive adoption of contemporary monitoring technologies and automation of incident responses.
• Provide strategic insights about P&A impact and commitments into product development planning sessions. 
• Serve as a business partner with Wabtec and external stakeholders to evaluate/improve business processes and arrive at mutual, cost-effective solutions.
• Other duties as assigned

Minimum Qualifications_:_ (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)

• BS or MS degree in Computer Science, Information Systems, Information Technology (IT), or related discipline.

• 10+ years of experience in IT operations management

• Strong understanding of ITIL processes and experience leveraging ITIL framework to improve aspects of IT services

• Experience managing a team of IT professionals

Knowledge, Skills and Abilities:

• Demonstrated experience of managing support for internal or external SaaS solutions.
• Understanding of typical SaaS architecture and design patterns.
• Experience and knowledge of disaster recovery and business continuity best practices.
• Familiarity with industry audit standards like SOC1, SOC2
• Working knowledge of broad spectrum of IT components, good understanding of relationships and dependencies in the areas of applications, databases, servers, and networks.
• Basic programming skills and familiarity with Java, Oracle PL/SQL, and UNIX shell scripts.
• Willingness to work outside core business hours, as needed.
• Excellent command of Agile and Waterfall SDLC methodologies.
• Experience with Six Sigma or other process improvement methodology
• Excellent written and verbal communication skills
• Exceptional project management skills

Physical Demands: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Employee is required to work on a computer for up to 8 hours per day
• Employee may be in a sitting position for several hours per day
• Employee must be able to read small text on computer screens/monitors.
• Employee is regularly required to talk and hear.

Work Environment: (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.)

The job is typically performed under comfortable working conditions; any disagreeable environmental elements are generally absent during normal performance of job. May be subjected to weather conditions and required to wear PPE during travel to customer sites and manufacturing environments.

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.