Service Reliability Engineer

hace 1 semana

Ciudad de México, Ciudad de México Thales A tiempo completo
Job Summary

Thales 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 Responsibilities
  • 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.
  • 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.
  • Lead Root Cause Analysis (RCA) when no SRE 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 error with Product Owner / Service Reliability Engineer.
  • Raise product / service improvement requests to PO / SRE.
  • Application Engineer is working on-call to provide 365x24x7 upon L1 escalation.
Requirements
  • Bachelor's Degree in Computer Science, Software Engineering, or equivalent degree.
  • Intermediate-Advanced English fluency.
  • At least 5 years of experience as Application Engineer.
  • 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.

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