Service Reliability Engineer

hace 6 días


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. As a Service Reliability Engineer, you will be responsible for ensuring the best customer experience by assuring services reliability from a customer-centric perspective.

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.


  • Ciudad de México, Ciudad de México Thales Group A tiempo completo

    Job DescriptionThales Group is seeking a highly skilled 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 the customer's perspective and making sure Incident/Service Requests are resolved in the shortest timeframe.Key...


  • Ciudad de México, Ciudad de México Thales A tiempo completo

    About the RoleWe are seeking a highly skilled Service Reliability Engineer to join our team at Thales. As a key member of our Cloud Services team, you will be responsible for ensuring the reliability and quality of our cloud-based solutions.Key ResponsibilitiesManage incidents and service requests within agreed service level agreements (SLAs), tracking SLA...


  • Ciudad de México, Ciudad de México Thales A tiempo completo

    About ThalesThales is a leading provider of digital security solutions, helping organizations protect their identities, data, and services in a rapidly changing digital landscape.Job SummaryWe are seeking a highly skilled Site Reliability Engineer to join our team in Mexico City. As a Site Reliability Engineer, you will play a critical role in ensuring the...


  • Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo

    About the Role:We are seeking a highly skilled Senior Service Reliability Engineer to join our Global Command Center team. As a key member of our team, you will be responsible for ensuring the reliability and performance of our software solutions.Key Responsibilities:Monitor and maintain the production environment to ensure high availability and system...


  • Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo

    About the RoleWe are seeking a highly skilled Senior Service Reliability Engineer to join our team at Thomson Reuters. As a key member of our Global Command Center, you will play a critical role in ensuring the reliability and performance of our suite of software solutions.Key ResponsibilitiesMonitor and maintain the production environment to ensure high...


  • Ciudad de México, Ciudad de México Atos A tiempo completo

    Eviden, part of the Atos Group, with an annual revenue of circa € 5 billion is a global leader in data-driven, trusted and sustainable digital transformation. As a next generation digital business with worldwide leading positions in digital, cloud, data, advanced computing and security, it brings deep expertise for all industries in more than 47 countries....


  • Ciudad de México, Ciudad de México CMAS Adquirente, S. de R.L. de C.V. A tiempo completo

    About This RoleAt CMAS Adquirente, S. de R.L. de C.V., we're on a mission to revolutionize the way we process payments. As a Cloud Reliability Engineer, you'll play a critical role in ensuring the stability and performance of our cloud-based infrastructure.Key ResponsibilitiesDesign and implement scalable and highly available cloud infrastructure...


  • Ciudad de México, Ciudad de México Medallia A tiempo completo

    About MedalliaMedallia is a leading Experience Management company that provides a SaaS platform to help businesses understand and manage customer experiences.The Role and TeamThe Site Reliability Engineering organization at Medallia is responsible for ensuring the reliability and scalability of our global SaaS platform. We are looking for a Senior Cloud...

  • Reliability Engineer

    hace 6 días


    Ciudad de México, Ciudad de México Wipro A tiempo completo

    Job Summary:Wipro is seeking a highly skilled Reliability Engineer to join our team. As a Reliability Engineer, you will be responsible for ensuring the reliability, uptime, and security of our cloud-based systems and applications.Key Responsibilities:Cloud Engineering:Design, analyze, develop, and troubleshoot highly distributed large-scale production...


  • Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo

    Position Overview As a Reliability Operations Engineer, your responsibilities will include: Delivering expert technical support and operational capabilities for the design, testing, delivery, and maintenance of production services within the technical operations framework. Ensuring consistency in technical procedures within a team dedicated to the...


  • Ciudad de México, Ciudad de México Thales A tiempo completo

    About ThalesThales is a leading provider of digital security solutions, trusted by over 30,000 organizations worldwide. Our technologies and services help businesses and governments ensure the security and integrity of their digital interactions.Job SummaryWe are seeking a highly skilled Site Reliability Engineer to join our team. As a Site Reliability...


  • Ciudad de México, Ciudad de México Nuvit Service A tiempo completo

    About the Role:Nuvit Service is seeking a highly skilled Application Support Engineer to join our team. As an Application Support Engineer, you will be responsible for ensuring the smooth operation of our applications and infrastructure.Key Responsibilities:Support critical production applications and respond to and address production issues.Troubleshoot...


  • Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo

    About the RoleIn this exciting opportunity as a Site Reliability Engineer, you will play a crucial role in ensuring the high availability and scalability of our cloud-based services.Key Responsibilities:Provide expert technical support and delivery capability for the design, testing, delivery, support, and maintenance of production services in the technical...

  • Reliability Engineer

    hace 24 horas


    Ciudad de México, Ciudad de México Wipro A tiempo completo

    Job DescriptionRole: Reliability EngineerWe are seeking a highly skilled Reliability Engineer to join our team at Wipro, a leading global company in the Education/Publishing sector. This is a great opportunity to work in a hybrid environment, with 1 or 2 days per week in office in Mexico City.Key Responsibilities:Cloud Engineering: Design, analyze, develop,...

  • Reliability Engineer

    hace 6 días


    Ciudad de México, Ciudad de México Ford Motor Company A tiempo completo

    **Job Summary**As a Reliability Engineer at Ford Motor Company, you will be responsible for designing, configuring, and maintaining our observability solutions to ensure optimal performance and reliability of our IT systems and applications.Key Responsibilities:Utilize Observability and Monitoring tools to detect and resolve issues affecting user...


  • Ciudad de México, Ciudad de México Azka IT Consulting A tiempo completo

    Azka IT Consulting is a leading IT consulting firm that connects top IT talent with innovative companies in Latin America and the United States.We are seeking a skilled Site Reliability Engineer to join our team.Job SummaryThe Site Reliability Engineer plays a critical role in designing, implementing, and maintaining highly available, scalable, and reliable...

  • Software Engineer

    hace 4 días


    Ciudad de México, Ciudad de México Nuvit Service A tiempo completo

    About Nuvit ServiceWe are a leading provider of innovative technology solutions, and we are seeking a highly skilled Software Engineer to join our team.Job SummaryWe are looking for a talented IT Professional to design, develop, and implement software solutions that meet the needs of our clients.Key ResponsibilitiesDesign and develop software applications...


  • Ciudad de México, Ciudad de México Nuvit Service A tiempo completo

    Job DescriptionNuvit Service is seeking a highly skilled Cloud Network Architect and Engineer to join our team. As a key member of our organization, you will be responsible for designing and provisioning network resources, ensuring the reliability, security, and scalability of our cloud infrastructure.Key Responsibilities:Design and Provision Network...


  • Ciudad de México, Ciudad de México Plaxonic Technologies A tiempo completo

    Job DescriptionRole: Customer Reliability Service ManagerLocation: RemoteDuration: Long-term contractJob Summary:We are seeking a highly skilled Customer Reliability Service Manager to join our team at Plaxonic Technologies. As a key member of our customer success team, you will be responsible for ensuring the reliability and quality of our cloud services to...


  • Ciudad de México, Ciudad de México HR Performance A tiempo completo

    Sobre la empresa: HR Performance es una empresa de consultoría y servicios que se enfoca en ayudar a las organizaciones a mejorar su desempeño y eficiencia. Nuestra plataforma de soluciones integra tecnologías de vanguardia y expertos en el campo para brindar a nuestros clientes soluciones personalizadas y efectivas.Sobre el perfil: Estamos buscando un...