L1 Operations and Support

3 weeks ago

Noida, India Thales Full time

Location: Noida Berger Tower, India

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.

Present in India since 1953, Thales is headquartered in Noida, Uttar Pradesh, and has operational offices and sites spread across Bengaluru, Delhi, Gurugram, Hyderabad, Mumbai, Pune among others. Over 1800 employees are working with Thales and its joint ventures in India. Since the beginning, Thales has been playing an essential role in India’s growth story by sharing its technologies and expertise in Defence, Transport, Aerospace and Digital Identity and Security markets.

**Customer operations and support - level 1**

As an Operations and Support Engineer for the THALES Digital Banking and Payment Services team, you will provide Tier I technical support and incident management for hosted and managed services. You will also be a part of a global 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 **Customer operations and support **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.
- ** Knowledge, Skills and Experience**:

- **To succeed at this job, you must have**: experience with Linux or Unix administration, Unix or Shell scripting, ticketing systems and call, escalation, incident and customer relationship management.
- **Required experience** in AWS or any cloud services
- **It would be preferred if you have** experience in technical support.
- **You must be** fluent in English.
- **We would like someone to join our team who** is a strong verbal and written communicator, organized, process-minded and a team-player.
- **You must have** a Degree in Engineering.
- **We are looking for someone** with 1-2 years of experience in IT administration.

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