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Operations and Support Engineer L2

Job ID: R0129810 Location: Prague, Hlavní město Praha, Czechia
Regular Employment, Full time
Location: Praha, Czechia

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.

Thales in the Czech Republic employs over 400 people from 45 different nationalities. A total of 15 teams work on projects for government agencies, banking, mobile services and the Internet Of Things (IoT) technology. At the core of our business is the development of software which we configure and embed in a multitude of different devices and form factors. These include many kinds of payment cards, SIM cards, travel passes, secure eBanking devices, authentication tokens, machine identification modules (MIM), and secure ID documents including ePassports, eID and eHealth cards, as well as eDriving licenses. Because of the international environment surrounding us every day, it comes as no surprise that English is our official corporate language.

As an Operations and Support Engineer – Level 2 for the 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 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 very 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 at least 5 years of experience in IT support and at least 5 years in operations.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!

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About our location

Praha, Czechia