The Role
Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!
Job Description Summary
• The CRE Jr. ensures the best customer experience by assuring service reliability from customers’ eyes and making sure, Incident/Service Requests are resolved in the shortest timeframe.
• The CRE ensures overall service quality and health by closing the loop with feedback to PO & SRE regarding service issues and improvements. The CRE improves service adoption and customer success by ensuring customers are getting the most from our Cloud Services.
• Manage Incidents/Service requests within SLA, tracking SLA, and taking actions in case of deviation.
• Communicate with customers by keeping them informed about the updates related to Incidents/Service requests on a regular basis.
• Maintain high technical skills on solution/services.
• Deploy Customer's specific changes upon CAB approval.
• Implement and maintain SLI, dashboards, and Customer's specific alerts to follow performance/improvement plans.
• Follow-up Customer activity through dashboards (% of success, % of enrollment, % of conversion, etc…).
• Provide close support to CRSM when it comes to the understanding of customer use cases and Incidents/Service requests.
• Scale up/down to meet customer business needs (if possible at CRE level, or raise the need to SRE).
• CRE is working on-call to provide 365x24x7 upon L1 escalation.
• The CRE ensures overall service quality and health by closing the loop with feedback to PO & SRE regarding service issues and improvements. The CRE improves service adoption and customer success by ensuring customers are getting the most from our Cloud Services.
• Manage Incidents/Service requests within SLA, tracking SLA, and taking actions in case of deviation.
• Communicate with customers by keeping them informed about the updates related to Incidents/Service requests on a regular basis.
• Maintain high technical skills on solution/services.
• Deploy Customer's specific changes upon CAB approval.
• Implement and maintain SLI, dashboards, and Customer's specific alerts to follow performance/improvement plans.
• Follow-up Customer activity through dashboards (% of success, % of enrollment, % of conversion, etc…).
• Provide close support to CRSM when it comes to the understanding of customer use cases and Incidents/Service requests.
• Scale up/down to meet customer business needs (if possible at CRE level, or raise the need to SRE).
• CRE is working on-call to provide 365x24x7 upon L1 escalation.
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The Company
What We Do
Thales is a global high technology leader investing in digital and “deep tech” innovations – connectivity, big data, artificial intelligence, cybersecurity and quantum technology – to build a future we can all trust, which is vital to the development of our societies. The company provides solutions, services and products that help its customers – businesses, organisations and states – in the defence, aeronautics, space, transportation and digital identity and security markets to fulfil their critical missions, by placing humans at the heart of the decision-making process.
