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 billions 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.

operations and support engineer - level 1
The candidate will part of the L1 Operations and Support, in charge of providing Tier I technical support and incident management for hosted and managed services. This is a integral team that delivers 24/7 support and incorporates service monitoring to meet the requirements of customer service level agreements.

A week in the life of an Operations and Support Engineer L1:
- You will establish and maintain contact with customers for request and incident management.




- You will deliver Tier I technical support for customers on hosted and managed services and escalate critical issues to Tier II support.
- You will provide service monitoring and associated predefined actions on hosted and managed service and escalate to Tier II as needed.
- You will support recurring service operations on hosted and managed services.
- You will participate to the handover from set-up to production by reviewing service documentation and monitoring testing and internal tools.

Service support COS:
Manage Incidents/Service requests within SLA, tracking SLA

and taking actions in case of deviation.

Ensures the incident are acknowledged, investigated and resolved as per contract agreement:

Response time (MTTA)

Resolution time (MTTR)

Cloud Base Solution offers (AWS, GCP, Docker, Kubernetes…)

Monitoring tools (Datadog, Splunk, Pagerduty, …).

Linux, networking (TCP/IP, Firewall, Load Balancer,

📌 Support Engineer 1 (Miguel Hidalgo)
🏢 Thales
📍 Miguel Hidalgo