Service Reliability Engineer
hace 1 mes
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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