Operations and Support Engineer

Operations and Support Engineer – Level 2

As an Operations and Support Engineer – Level 2 for the Gemalto a Thales company Global Services team, you will be involved in tier II technical support for incidents, problems and change management of hosted and managed solutions.

A week in the life of an Operations and Support Engineer L2:

▪ You will be working in a team rotating in shifts with 24/7 coverage

▪ You will provide technical support of Cloud, On-Premises, and Hybrid services.

▪ You will design and implement changes into the systems.

▪ You will maintain and enhance internal tools to improve service industrialization for Cloud and On-Premises services.

▪ You will provide technical guidance for new or evolution of services and for consolidated technical analyses.

▪ You will lead the optimization of service reliability, performance and security.

▪ Provide technical direction when CAB requires tier II input, expertise or changes with high risk impacts on customer SLAs.

▪ You will be responsible for product and technical knowledge ramp-up of the Tier II Support team.

▪ You will participate in the definition of production requirements.

▪ You will extend and acknowledge completion of handover milestones to Tiers I and II to comply with contractual SLAs.

▪ You will manage performance. Track and report critical supply and demand metrics. Use data to optimize processes, creatively solve problems, and track results

▪ You will participate within the integrated team concept for product & process improvement

▪ You will participate at the preparation and review of technical product & customer specific documentation

Knowledge, Skills and Experience:

▪ To succeed at this job, you must have experience with Linux or Unix applications; Unix or Shell scripting; SQL or Oracle database queries, writing and execution and knowledge of WebLogic administration, ticketing tools, monitoring tools such as OP5, ELK, Grafana or Prometheus

▪ You must have also an experience in managing production systems in Cloud or/and Hybrid-Cloud, knowledge of debugging methods and tools.

▪ You need to have knowledge of Cloud technologies: ie. Ansible, Dockers, Kubernetes. AWS, Google Cloud are much appreciated.

▪ You need to have experience in customer facing role and communication with internal & external stakeholders

▪ You must be fluent in English.

▪ We would like someone to join our team who is a strong verbal and written communicator, analytical, a problem-solver and team player.

▪ You must have a Degree in Information Technology or a related field.

▪ We are looking for someone with 3-5 years of experience in IT support and operations.