Quest Global

Job Requirements
Purpose of the Job
He/she provides timely and effective technical resolution and support to TCMS/DMI development and testing team across Alstom
Sites.
He/she continuously develops and improves support processes and documentation to enhance satisfaction with the resolution
process and align with company standards and best practices.
He/she collaborates effectively with cross-functional teams to ensure proper communication and coordination.
Position in the Organisation
Organisation Reporting
Hierarchical: Support Team Leader
Network &amp; Links
<ul>
<li>Train Control &amp; Monitoring System – Software Development Engineer</li>
<li>Train Control &amp; Monitoring System – Verification &amp; Test Engineer</li>
<li>Software Architects</li>
</ul>
Missions
Performance Measurement/KPI’s
<ul>
<li>Maintain a closure rate of tickets above 75% on a rolling 1-month window to ensure timely and effective resolution of</li>
</ul>
support requests.
<ul>
<li>Actively maintain a complexity ratio greater than 40% to support competency development.</li>
<li>Provide timely resolution to tickets raised, meeting or exceeding the defined resolution time target to ensure high</li>
</ul>
levels of customer satisfaction.
Work Experience
Responsible for:
<ul>
<li>Provide timely and effective technical support to internal customers including developers, testers.., through redmine</li>
</ul>
ticketing system.
<ul>
<li>Troubleshoot, diagnose and resolve technical issues related to software, hardware and network systems.</li>
<li>Maintaining accurate and up-to-date documentation of tickets, resolutions and investigations using designated tools</li>
</ul>
and platforms (redmine, clearcase, clearquest).
<ul>
<li>Proactive monitoring and maintenance of system/test bench and security using various tools and techniques to</li>
</ul>
detect potential issues, prevent technical problems and ensure stability.
<ul>
<li>Continuously improve support processes and documentation to increase efficiency, ensure compliance with</li>
</ul>
company standards and enhance customer satisfaction
<ul>
<li>Collaborate with relevant stakeholders to identify the impact of product obsolescence and platform roadmap on</li>
</ul>
support operations, and contribute to the development of effective support strategies and plans.
<ul>
<li>Establishing and sharing Return on Experience of his/her activities with Support Team Leader and proposing</li>
</ul>
improvements on redmine ticketing system and tools used
Job Specifications Knowledge &amp; Experience
<ul>
<li>Hands-on development experience of two or more years on AGATE (Advanced Generic Alstom Transport</li>
</ul>
Electronics) platform for TCMS which includes Alchemist, Diagnostics Editor, OCoCheTo, Dataplug Manager.
<ul>
<li>Experience in Codesys Modeling and code generation (added advantage).</li>
<li>Experience in developing in IEC61131-3 software or using model-based development tools like Controlbuild.</li>
<li>Experience with troubleshooting at testbench/train-lab using maintenance tools such as Wireshark, Traintracer,</li>
</ul>
Putty, Filezilla.
<ul>
<li>Familiarity with real-time, distributed controllers and their functioning and networking such as DNS, DHCP, SOAP.</li>
<li>Knowledge of real time network protocols like MVB, CIP, CAN, TRDP, HPTS.</li>
</ul>

Low-level embedded sys operations and networking Engineer [IEC61131-3 software/Controlbuild]

Low-level embedded sys operations and networking Engineer [IEC61131-3 software/Controlbuild]

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