L2 Service Reliablity Engineer - Noida @ Thales

Position Summary :

Provide a general statement regarding the overall objective of the positon (e.g., the purpose of the job and why this position exists)

In a world where the digital revolution is increasingly transforming our lives, Thales DIS end-to-end security solutions are designed to make personal digital interactions more convenient, safe and enjoyable. Our activities range from the development of software applications through the design and production of secure personal devices such as smart cards, SIMs, e-passports and tokens, to the deployment of managed services for our customers.

The Service Reliability Engineer responsible for availability, latency, performance, efficiency, change management, monitoring, emergency response, and capacity planning. Service reliability engineers create a bridge between development, delivery and operations by applying a software engineering mindset to system and solution administration topics.

Essential Functions / Key Areas of Responsibility:

List the essential functions required for this position to exist. Also, list the responsibilities that must be completed in achieving the objectives of the position. Include all important aspects of the job -- whether performed daily, weekly, monthly, or annually; and any that occur at irregular intervals. Focus these responses on direct actions or key functions.

Service support L2:

• Ensure that solution is properly running respecting contractual terms and conditions:
  • SLA
  • Performance
  • Monitoring and alerting (MTTA)
  • Restoration time (MTTR)
  • Resolution time (MTTR)
• Ensures the incident are acknowledged, investigated and resolved as per contract agreement:
  • Response time (MTTA)
  • Resolution time (MTTR)
• Working on shift to offer our customers a 24/7 service
• Working on an heterogeneous ecosystem and be able to support customer on different technical areas
• Cloud Base Solution offers (AWS, Docker, Kubernetes )
• Mobile Application and Mobile SDK
• Monitoring tools (Datadog, Splunk, Pagerduty, )
• Linux, networking (TCP/IP, Firewall, Load Balancer, tcpdump, wireshark )
• Security and Cryptography (Certificates, Mutual authentication, KMS, HSM )
• Scripting (Bash, Python )

Change Management and continuous improvement using DevOps model:

• Working closely on a DevOps squad with Integrators, Validators and Developers on maintaining and improving a Service.
• Applying changes using ITIL change management process.
• Proactively testing the flexibility and resilience of the system
• Improving service observability for better proactive intervention

Building software component to help achieving smoother operations and support

• Fixing support escalation issues
• Optimizing on-call rotations and processes
• Documenting tribal knowledge (KDB)
• Conducting post-incident reviews
• Improving the on-call incident response process

Opening up communication channels (L3, Delivery, Platform, SDK, Customers)

Minimum Requirements: Skills, Experience Education:

Include minimum experience qualifications, required proficiencies with specialized knowledge, computer proficiencies, etc.

• BS in Computer Science
• 3-5 years of experience in operation or support
• Working on shift to offer our customers a 24/7 service
• Knowledge of ITIL and Service Delivery best practices. ITIL certification would be appreciated
• Knowledge on AWS Cloud, monitoring tools, networking, infrastructure, Linux and mobile application
• Experience in direct cooperation with international customers
• Excellent interpersonal and communication skills
• Very good organizational and negotiation skills
• Ability to make decisions and take initiatives
• English - Mandatory
• Spanish - Optional
• French - Optional