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Service Reliability Engineer
hace 2 meses
**Job Summary**
Thales Group 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 reliability and quality of our cloud-based services.
**Key Responsibilities**
- Manage incidents and service requests within Service Level Agreements (SLAs), tracking SLA and taking actions in case of deviation.
- Escalate to Site Reliability Engineering (SRE) or Engineering (L3) incidents and service requests that cannot be resolved.
- Communicate with customers by keeping them informed about updates related to incidents and service requests on a regular basis.
- Write work instructions and incident response plans for Level 1 (L1) engineers, automate work instructions based on alerts.
- Maintain high technical skills on solutions and services, be a Subject Matter Expert (SME) of selected solutions and services.
- Build and deliver technical webinars to customers and other Cloud Reliability Engineers, work with Solution Designers and Product Owners to build and plan such webinars.
- Be a customer champion for selected accounts, establish privileged relationships and deeper technical understanding for selected accounts, stay up-to-date on their plans regarding service usage.
- Deploy customer-specific changes upon Change Approval Board approval.
- Implement and maintain Service Level Indicators, dashboards, and customer-specific alerts to follow performance and improvement plans.
- Follow up on customer activity through dashboards (percentage of success, percentage of enrollment, percentage of conversion, etc.).
- Provide close support to Customer Reliability Service Managers when it comes to understanding customer use cases and incidents and service requests.
- Scale up or down to meet customer business needs.
- Lead Root Cause Analysis (RCA) when no SRE is involved.
- 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 errors with Product Owners and Service Reliability Engineers.
- Raise product/service improvement requests to Product Owners and SRE.
**Requirements**
- Bachelor's Degree in Computer Science, Software Engineering, or equivalent degree.
- Intermediate-Advanced English fluency.
- At least 5 years of experience as an Application Engineer.
- Mandatory experience with Cloud environments like AWS or GCP.
- Java is preferred.
