Service Reliability Engineer

hace 3 semanas


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 for ensuring 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 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.


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