Service Reliability Engineer

hace 1 mes


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

Thales is seeking a Service Reliability Engineer to ensure the best customer experience by assuring services reliability and resolving incidents in the shortest timeframe. This position requires a strong technical background and excellent communication skills.


Key Responsibilities
  • Manage incidents and service requests within the Service Level Agreement (SLA).
  • Escalate incidents that cannot be resolved to the Site Reliability Engineering (SRE) team.
  • Communicate with customers regarding incident updates and provide regular status reports.
  • Write work instructions and incident response plans for Level 1 (L1) engineers.
  • Develop and maintain high technical skills in cloud services and solutions.
  • Build and deliver technical webinars to customers and other engineers.
  • Establish privileged relationships with key customers and stay up-to-date on their service usage plans.
  • Deploy customer-specific changes upon approval from the Change Approval Board.
  • Implement and maintain service level indicators, dashboards, and customer-specific alerts.

Requirements
  • Bachelor's degree in Computer Science, Software Engineering, or equivalent.
  • Intermediate-Advanced English fluency.
  • At least 5 years of experience as an Application Engineer.
  • Mandatory experience with cloud environments like AWS or GCP.
  • Prior experience with Java, databases, and development languages is preferred.


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