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 & Links

- Train Control & Monitoring System – Software Development Engineer
- Train Control & Monitoring System – Verification & Test Engineer
- Software Architects

Missions

Performance Measurement/KPI’s

- Maintain a closure rate of tickets above 75% on a rolling 1-month window to ensure timely and effective resolution of

support requests.
- Actively maintain a complexity ratio greater than 40% to support competency development.
- Provide timely resolution to tickets raised, meeting or exceeding the defined resolution time target to ensure high

levels of customer satisfaction.

Work Experience Responsible for

- Provide timely and effective technical support to internal customers including developers, testers.., through redmine

ticketing system.
- Troubleshoot, diagnose and resolve technical issues related to software, hardware and network systems.
- Maintaining accurate and up-to-date documentation of tickets, resolutions and investigations using designated tools

and platforms (redmine,



clearcase, clearquest).
- Proactive monitoring and maintenance of system/test bench and security using various tools and techniques to

detect potential issues, prevent technical problems and ensure stability.
- Continuously improve support processes and documentation to increase efficiency, ensure compliance with

company standards and enhance customer satisfaction
- Collaborate with relevant stakeholders to identify the impact of product obsolescence and platform roadmap on

support operations, and contribute to the development of effective support strategies and plans.
- Establishing and sharing Return on Experience of his/her activities with Support Team Leader and proposing

improvements on redmine ticketing system and tools used Job Specifications Knowledge & Experience
- Hands-on development experience of two or more years on AGATE (Advanced Generic Alstom Transport

Electronics) platform for TCMS which includes Alchemist, Diagnostics Editor, OCoCheTo, Dataplug Manager.
- Experience in Codesys Modeling and code generation (added advantage).
- Experience in developing in IEC61131-3 software or using model-based development tools like Controlbuild.
- Experience with troubleshooting at testbench/train-lab using maintenance tools such as Wireshark, Traintracer,

Putty, Filezilla.
- Familiarity with real-time, distributed controllers and their functioning and networking such as DNS, DHCP, SOAP.
- Knowledge of real time network protocols like MVB, CIP, CAN, TRDP, HPTS.

📌 Low-level embedded sys operations and networking Engineer-3 software/Controlbuild] (Bengaluru)
🏢 Quest Global
📍 Bengaluru