Operations and Support Engineer

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 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**:

- 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.

LI-MC2