Customer Reliability Engineer

hace 4 meses

Ciudad de México Thales A tiempo completo

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.

**Position Summary**

**This is a hybrid position within Mexico City, Mexico.**

Thales is looking for a **Customer Reliability Engineer (CRE) **who is primarily responsible to ensure the best customer experience by assuring services reliability from customer eyes and making sure Incident/Service Requests are resolved in the shortest timeframe.

In this position, you will also be responsible to ensure overall service quality and health by closing the loop with feedbacks to Product Owner (PO) & Site Reliability Engineering (SRE) regarding service issues and improvements. You will improve service adoption and customer success by ensuring customers are getting the most from our Cloud Services.

**Key Areas of Responsibility**
- Manage Incidents/Service requests within Service Level Agreement (SLA), tracking SLA and taking actions in case of deviation.
- Escalate to SRE or Engineering (L3) Incidents/Service requests that cannot be resolved.
- Communicate with customers by keeping them informed about the updates related to Incidents/Service requests on a regular basis.
- Write Work Instructions/Incident Response Plans for L1, automate WI based on alert.
- Write Technical Notes/Knowledge Articles for CRE and Customers (focused on service usage improvement).
- Maintain high technical skills on solution/services, be Subject Matter Expert (SME) of selected solution/service.
- Build and deliver technical webinar to Customers and other CRE, work with Solution Designer/Product Owner to build and Customer Success Manager/Customer Reliability Service Manager to plan such webinar.
- Be Customer Champion for selected accounts, establish privileged relationship and deeper technical understanding for selected accounts, stay up-to-date on their plans regarding service usage.
- Deploy Customer's specific changes upon Change Approval Board approval.
- Implement and maintain Service Level Indicator, dashboards and Customer's specific alerts to follow performance/improvement plan.
- Follow-up Customer activity through dashboards (percentage of success, percentage of enrollment, percentage of conversion, etc.).
- Provide close support to Customer Reliability Service Manager when it comes to understanding of customer use cases and Incidents/Service requests.
- Scale up/down to meet customer business need (if possible at CRE level, or raise the need to SRE).
- Lead Root Cause Analysis (RCA) when no SRE involved (if there's a service outage, SRE will be involved and will naturally become the RCA leader).
- Participate in post-mortems and contribute to RCA.
- Translate internal RCA to external RCA, publish external RCA in due time (according to service/customer agreement).
- Review repeated incidents or known error with Product Owner/Service Reliability Engineer.
- Raise product/service improvement requests to PO/SRE.
- CRE is working on-call to provide 365x24x7 upon L1 escalation.

**Minimum Requirements**
- Bachelor’s Degree in Computer Science, Software Engineering, or equivalent degree
- Intermediate-Advanced English fluency
- At least 5 years of experience as CRE/SRE.
- Mandatory experience with Cloud environments like AWS or GCP
- Java is preferred.
- Notions of Databases (Mongo DB) and SQL queries (MS-SQL Server and Oracle).
- Knowledge in a few development languages front-end, Angular, Javascript, XAML, and styling CSS, bootstrap, Material Design.
- Mandatory experience in Linux, and a good understanding of IT security principles (PKI).
- It would be preferred if you have experience with Shell Scripting, Python, Terraform.
- Knowledge and experience with Splunk, Confluence/Jira, Snow is good to have.
- Strong team player with proven experience and a willingness to take ownership of a topic and successfully bring it to completion.
- Well organized with strong attention to detail, strong verbal and written communication skills.

LI-Hybrid

LI-MO1

  • Service Reliability Engineer

    hace 6 días

    Ciudad de México, Ciudad de México Thales A tiempo completo

    At Thales, we are looking for a Service Reliability Engineer to join our team. As a Service Reliability Engineer, you will be responsible for ensuring the best customer experience by assuring services reliability from customer eyes and making sure Incident/Service Requests are resolved in the shortest timeframe.In this position, you will also be responsible...

  • Service Reliability Engineer

    hace 2 semanas

    Ciudad de México, Ciudad de México Thales A tiempo completo

    Job Title: Service Reliability EngineerThales is seeking a highly skilled Service Reliability Engineer to join our team in Mexico City, Mexico. As a key member of our Cloud Services team, you will be responsible for ensuring the highest level of service quality and reliability for our customers.Key Responsibilities:Manage Incidents/Service requests within...

  • Service Reliability Engineer

    hace 1 semana

    Ciudad de México, Ciudad de México Thales Group A tiempo completo

    Thales is seeking a Service Reliability Engineer to ensure the best customer experience by assuring services reliability from the customer's perspective and resolving Incidents/Service Requests in the shortest timeframe.This role involves ensuring overall service quality and health by closing the loop with feedback to the Product Owner (PO) & Site...

  • Service Reliability Engineer

    hace 4 semanas

    Ciudad de México, Ciudad de México Thales A tiempo completo

    Job Title: Service Reliability EngineerThales is seeking a highly skilled Service Reliability Engineer to join our team in Mexico City, Mexico. As a key member of our Cloud Services team, you will be responsible for ensuring the best customer experience by assuring services reliability and resolving incidents in a timely manner.Key Responsibilities:Manage...

  • Site Reliability Engineer

    hace 4 semanas

    Ciudad de México, Ciudad de México Thales A tiempo completo

    Job DescriptionThales is seeking a highly skilled Site Reliability Engineer to join our team. As a Site Reliability Engineer, you will play a critical role in ensuring the reliability, availability, and performance of our large-scale ODC services.ResponsibilitiesDesign, build, and maintain scalable and reliable infrastructure using Infrastructure as a Code...

  • Service Reliability Engineer

    hace 2 semanas

    Ciudad de México, Ciudad de México Thales A tiempo completo

    Job SummaryThales is seeking a highly skilled Service Reliability Engineer to join our team in Mexico City, Mexico. As a Service Reliability Engineer, you will be responsible for ensuring the best customer experience by assuring services reliability from customer eyes and making sure Incident / Service Requests are resolved in the shortest timeframe.Key...

  • Site Reliability Engineer

    hace 2 semanas

    Ciudad de México, Ciudad de México Thales A tiempo completo

    Job DescriptionThales is seeking a highly skilled Site Reliability Engineer to join our team. As a Site Reliability Engineer, you will play a critical role in ensuring the reliability, availability, and performance of our large-scale ODC services.ResponsibilitiesDesign, build, and maintain scalable and reliable infrastructure using Infrastructure as a Code...

  • Service Reliability Engineer

    hace 1 mes

    Ciudad de México, Ciudad de México Thales A tiempo completo

    Job SummaryThales is seeking a highly skilled Service Reliability Engineer to join our team in Mexico City, Mexico. As a key member of our Cloud Services team, you will be responsible for ensuring the best customer experience by assuring services reliability and resolving incidents in a timely manner.Key ResponsibilitiesManage incidents and service requests...

  • Reliability Engineer

    hace 1 mes

    Ciudad de México, Ciudad de México Ford Motor Company A tiempo completo

    Job Title: Site Reliability EngineerAt Ford Motor Company, we are seeking a highly skilled Site Reliability Engineer to join our team. As a Site Reliability Engineer, you will play a critical role in ensuring the reliability and performance of our IT systems and applications.Key Responsibilities:Design, configure, and implement observability solutions to...

  • Site Reliability Engineer

    hace 2 semanas

    Ciudad de México, Ciudad de México Thales A tiempo completo

    Job DescriptionThales is a leading provider of digital security solutions, and we're seeking a skilled Site Reliability Engineer to join our team.About the RoleAs a Site Reliability Engineer, you will play a critical role in ensuring the reliability, availability, and performance of our large-scale ODC services. You will work closely with development teams...

  • Reliability Engineer

    hace 2 semanas

    Ciudad de México, Ciudad de México Wipro A tiempo completo

    Reliability EngineerWipro is seeking a skilled Reliability Engineer to join our team in Mexico City. As a key member of our Global Company of Education / Publishing sector, you will play a crucial role in ensuring the reliability and uptime of our cloud-based services.Key Responsibilities:Design, analyze, develop, and troubleshoot highly distributed...

  • Reliability Engineer

    hace 1 semana

    méxico FPC Franchise A tiempo completo

    RELIABILITY ENGINEER FPC Bangor is assisting a manufacturing facility looking for a Reliability Engineering Subject Matter Expert to provide technical and strategic expertise in life cycle asset management. The Reliability Engineer will report to the Production Manager and be responsible for process mapping and improvements in equipment reliability,...

  • Site Reliability Engineer

    hace 2 semanas

    Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo

    Unlock the Power of Cloud OperationsThomson Reuters is seeking a skilled Site Reliability Engineer to join our team. As a key member of our Cloud Operations team, you will be responsible for ensuring the reliability and performance of our cloud-based services.About the RoleWe are looking for a highly motivated and experienced Site Reliability Engineer who...

  • Site Reliability Engineer

    hace 4 semanas

    Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo

    About the RoleWe are seeking a highly skilled Site Reliability Engineer to join our team at Thomson Reuters. As a Site Reliability Engineer, you will play a critical role in ensuring the reliability, scalability, and performance of our cloud-based systems.Key ResponsibilitiesDesign, implement, and maintain scalable and highly available cloud-based...

  • Site Reliability Engineer

    hace 4 semanas

    Ciudad de México, Ciudad de México Azka IT Consulting A tiempo completo

    Azka IT Consulting is a leading IT services company that connects top talent with Latin American and US companies.We are seeking a skilled Site Reliability Engineer to join our team.Job SummaryThe Site Reliability Engineer plays a critical role in designing, implementing, and maintaining highly available, scalable, and reliable systems.Key...

  • Reliability Engineer

    hace 2 semanas

    Ciudad de México, Ciudad de México Thales A tiempo completo

    At Thales, we're looking for a skilled Site Reliability Engineer to join our team. As a Site Reliability Engineer, you will play a critical role in ensuring the reliability, availability, and performance of our large-scale ODC services. You will work closely with development teams to design, build, and maintain scalable and reliable infrastructure, automate...

  • Site Reliability Engineer

    hace 2 semanas

    Ciudad de México, Ciudad de México Svitla Systems A tiempo completo

    Job Title: Site Reliability EngineerWe are seeking a highly skilled Site Reliability Engineer to join our team at Svitla Systems. As a Site Reliability Engineer, you will be responsible for ensuring the reliability, scalability, and performance of our cloud-based infrastructure.Responsibilities:Design and implement automation to reduce toil and improve...

  • Site Reliability Engineer

    hace 1 mes

    Ciudad de México, Ciudad de México Azka IT Consulting A tiempo completo

    Azka IT Consulting is a leading IT talent connector between Latin America and the United States.We are seeking a skilled Site Reliability Engineer to join our team.Job SummaryThe Site Reliability Engineer plays a critical role in designing, implementing, and maintaining highly available, scalable, and reliable systems.Key ResponsibilitiesDevelop and maintain...

  • Site Reliability Engineer

    hace 2 semanas

    Ciudad de México, Ciudad de México Azka IT Consulting A tiempo completo

    Azka IT Consulting is a leading IT services company that connects top talent with Latin American and US companies.We are seeking a skilled Site Reliability Engineer to join our team.Job SummaryThe Site Reliability Engineer plays a critical role in designing, implementing, and maintaining highly available, scalable, and reliable systems.Key...

  • Reliability Systems Engineer

    hace 1 semana

    Ciudad de México, Ciudad de México Wipro A tiempo completo

    Job Title: Reliability Systems EngineerAbout the Role:We are seeking a highly skilled Reliability Systems Engineer to join our team at Wipro. As a key member of our Global Company of Education / Publishing sector, you will play a critical role in ensuring the reliability and uptime of our cloud-based services.Key Responsibilities:Design, analyze, develop,...