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Incident Analyst in Kansas City, MO at GDH

Date Posted: 12/6/2018

Job Snapshot

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Job Description

Job Summary: 
This position will be responsible for managing the Positive Train Control (PTC) and Energy Management System (EMS) incident management support desk. This will include analysis, troubleshooting and resolution of PTC/EMS incidents effecting train operations.

Job Duties:

•         Manages Positive Train Control (PTC) and Energy Management System (EMS; such as AESS (Automatic Engine Shutdown System) and Trip Optimizer) incident activity to ensure all tickets are being worked and resolved within the correct ticket urgency, proper team assignment, within all SLAs, and updating all relevant incident data within the corresponding ticket. Creates the ticket and troubleshoots, reaching out to signal or telecommunications as necessary;

•         Portrays a Command and Control presence while managing critical incidents with ability to maintain composure in a fast paced, high volume and pressure environment and exhibit exemplary customer service skills when working across diverse organizations;

•         Performs root cause analysis and restoration for critical PTC & EMS applications and incidents while ensuring all alerts are addressed and escalated correctly;

•         Leads triage of critical production incidents relating to PTC and EMS while coordinating all functional resources (Signal, Mechanical, Telecom, Back Office etc.);

•         Monitors PTC and EMS systems and assets: (i.e.: Waysides, Locomotive, Faults, Connections, Radio, Help Desk, Back Office, Events, Trains, etc.);

•         Creates PTC and EMS knowledge management documentation;

•         The position is scheduled on a rotating shift basis and 24/7 availability is required to include weekends and holidays.

•         Exemplifies KCS Vision, Values, and Culture in each and every interaction with team, clients, and stakeholders.

Basic Qualifications:

•         Bachelor’s degree in Computer Science, Information System, Engineering or equivalent technical field

•         Four (4) years railroad network operations management experience, or relevant technology related experience, or one year of PTC incident management experience or equivalent combination of education and experience

Job Schedule:

•         24/7 environment with rotating Shift schedules.

•         12 hours shifts working 3 days on then 3 days off. (will work weekends)

•         Will alternate month to month between day and night shifts.

Preferred Requirements:

•         ITIL Certification or equivalent is preferred.

•         Understanding of railroad operational processes as it relates to Locomotive, Signal, and Communication Processes, Train dispatching, and understanding of general code of operating rules.

Essential Functions:

•         This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

•         This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.  

•         This job operates in a 24x7 setting, and the ability to work rotating shifts is necessary.