Thales provides to its customers high value secure services through business critical solutions. This role is a key to our company’s strategy and involves first line customer contact through technical support and incident management for hosted and managed services.
Being part of an international team that spans the globe delivering 24x7 support, this role incorporates Service monitoring and predefined health checks to guaranty customer SLA’s.
To be able to perform these tasks efficiently you will be continuously trained to meet the different service levels our customer’s demand of Gemalto.
With the continuous onboarding of new customers and solutions, this role will incorporate working with the delivery team to guaranty the handover into the operations team ensuring that the contractual SLA can be met.
Job Responsibilities
- You are the customer contact for request and incident management.
- Manage service request and incident through GTO ticketing system.
- Manage customer communication.
- Participate to NOC shift or 24*7 on duty for support or operation.
- You provide the first line technical support to customers on hosted and managed services.
- Search solution within Gemalto knowledge data base
- Provide customer with an answer based on findings within the ticketing system
- Escalate to L2 support & operation depending on the criticality
- Contribute to problem management under L2 support & operation guidance.
- You provide service monitoring and associated predefined actions on hosted and managed services.
- Address events raised by monitoring system
- Validate the alert and apply the corrective actions using the associated working instruction.
- Validate that the working instruction has the expected effect on the alert.
- Escalate to L2 support & operation if alert cannot be managed
- You provide recurring service operations on hosted and managed services.
- Provide service reporting to SDM.
- Provision data in the system.
- Run housekeeping actions.
- Do preventive monitoring to secure SL
- You participate to the handover from set up to production.
- Review the service documentation
- Test monitoring and internal tools
Job Skills & Qualifications
- Degree in computer Science (or a related discipline).
- 1+ years of experience in relevant field.
- Good knowledge of linux system administration.
- Good knowledge of Linux.
- Good knowledge of AWS/GCP.
- Experience in retrieving various reports from Mysql, Oracle databases.
- Knowledge of networking concepts.
- Knowledge of weblogic & Mysql DB.
- Knowledge of some ticketing tool will be a plus.
- Experience in Telecom domain will be highly preferred.
- Ability to debug and diagnose large distributed and high available systems and proactively work with other engineers to ensure quality service.
Preferred skills
- Excellent oral and written communication skills. Ability to effectively collaborate with team members is required.
- Problem solving approach.
- Strong mindset to work flexible hours.
- To do attitude.
- Ability to handle customer/internal pressure to deliver on time.
- Must be a quick learner and adapt to new tools and technologies.
Similar Jobs
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.
