Customer Reliability Engineer

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.**Position Summary****This is a hybrid position within Mexico City, Mexico.**Thales is looking for a **Customer Reliability Engineer (CRE) **who is primarily responsible to ensure 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 to ensure 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 Areas of Responsibility**- 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.- Write Technical Notes/Knowledge Articles for CRE and Customers (focused on service usage improvement).- 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 (if possible at CRE level, or raise the need to SRE).- Lead Root Cause Analysis (RCA) when no SRE involved (if there's a service outage, SRE will be involved and will naturally become the RCA leader).- 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.- CRE is working on-call to provide 365x24x7 upon L1 escalation.**Minimum Requirements**- Bachelor’s Degree in Computer Science, Software Engineering, or equivalent degree- Intermediate-Advanced English fluency- At least 5 years of experience as CRE/SRE.- 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.LI-HybridLI-MO1