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L2 Operations & Support Engineer - Saudi Nationals Only

Job ID: R0140632 Location: Riyadh, Riyadh Region, Saudi Arabia
Regular Employment, Full time
Location: Riyadh, Saudi Arabia

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.

We have been present in Saudi Arabia for 40 years and with over 600 employees to date, we are growing rapidly. Together we are delivering our signalling, control and train protection systems for the North –South Railway (NSR), the longest system of it’s kind in the world. Together we are key suppliers of In-flight entertainment and connectivity systems as well as air traffic management solutions in Saudi. We are making Saudi Arabia a safer place by securing the country’s critical infrastructure and e-security solutions that secure the country’s electronic payment systems. Thales has been selected to supply major electronic systems for air defence and the Group also supplied communication and optronic systems for the Army, the Saudi Arabia National Guards and the Air Force.

Operations & Maintenance of the STC eSIM (ODC Consumer & ODC M2M) Platforms

Managing customer issues and ensuring the service stability, reliability & availability on 24/7 basis


  • Working in a team rotating in shifts with 24/7 coverage
  • Providing technical support of Cloud, On-Premises, and Hybrid services
  • Design and implement changes into the systems
  • Maintain and enhance internal tools to improve service industrialization for Cloud and On-Premises services
  • Provide technical guidance for new or evolution of services and for consolidated technical analyses
  • 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
  • Responsible for product and technical knowledge ramp-up of the Tier II Support team
  • Participate in the definition of production requirements
  • Extend and acknowledge completion of handover milestones to Tiers I and II to comply with contractual SLAs
  • Manage the performance, track and report critical supply and demand metrics. Use data to optimize processes, creatively solve problems, and track results
  • Participate within the integrated team concept for product & process improvement
  • Participate at the preparation and review of technical product & customer specific documentation


  • At least 5 years of experience in IT support and at least 3 years in operations
  • Linux or Unix applications; Unix or Shell scripting
  • SQL or Oracle database queries, writing and execution
  • Knowledge of WebLogic administration
  • Knowledge of ITIL Processes & ticketing tools (Remedy/SNOW)
  • Monitoring tools such as OP5, ELK, Grafana or Prometheus
  • Experience in managing production systems in Cloud or/and Hybrid-Cloud, knowledge of debugging methods and tools
  • Knowledge of Cloud technologies: ie. Ansible, Dockers, Kubernetes
  • Experience in customer facing role and communication with internal & external stakeholders


Degree in Information Technology or a related field


  • Linux Administration experience
  • Scripting languages (bash, perl, python)
  • Knowledge & experience with Kubernetes & Docker
  • Knowledge & Experience with Monitoring tools such as Prometheus, Grafana, ELK
  • Knowledge of automation tools such as Ansible
  • Understanding of networking and databases (SQL Queries)
  • Understanding of webservices/API’s
  • Excellent team player with strong communication & negotiation skills
  • Ability to positively and effectively approach technical issues and a problem solving attitude
  • A fast learner with ability to multi task
  • Command on English language

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

Riyadh, Saudi Arabia