Thales Group Hiring for Support & Maintenance Engineer at Greater Noida, Uttar Pradesh Full Time

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.

Main missions

You are the first line customer contact for technical support and incident management for Biometric solutions deployed.

Being part of 24×7-support team, this role includes service monitoring and managing all incidents and user service requests to guaranty customer SLA’s as per contract.

Specific responsibilities

You are the customer contact for request and incident management

System monitoring through client application

Perform predefined health check

Manage customer communication

Ability to explain technical issues in easy-to-understand terms

Coordinate the incident resolution between all stakeholders

Verify resolution with end-users and resolve assigned Incidents

In charge of reporting and producing dashboard

Generation of incident reports and monthly/quarterly preventive reports.

Work under guidance of the Maintenance Lead

Set up health check application process

Establish action plan for incident resolution

Software update/deployment

Work both independently and as part of a wider team as required

Manage service request and incident through Thales IBS process

Maintain accurate and detailed Maintenance / intervention records

Raise and Manage application software day to day issue

Work with the Configuration Engineering team to ensure that any required configuration changes is required

You provide the first line technical support to customers on biometric solutions deployed.

Determines if an incident needs to be escalated according to priority and severity of issue

investigate and diagnose Incidents to restore failed Service as quickly as possible

Identify Incidents for ticket analysis

Provide customer with an answer based on findings within the knowledge in Thales IBS data base

Troubleshoot up to level 2 with support & operation guidance.

Escalate to L3 support & operation depending on the criticality

Monitor the incidents to ensure that the Service Level Agreement are respected

Specific responsibilities

You provide service monitoring and associated predefined actions on Biometric Solutions deployed

Provide support for biometric solution

Check the applications processes

Read and analyze log files

Perform Preventive interventions to check the solution status/behavior

Perform curative interventions to fix any reported issue

Redact intervention reports: diagnosis, actions, recommendations

Ensure efficient communication with both the customer and the project manager

You provide recurring service operations on deployed Biometric Solution

MIS reports generation

CABIS administration

Oracle DB query

Backup generation

Network Monitoring

SAN Monitoring

You participate to the handover from set up to production & Warranty.

Review the service documentation

Test monitoring and internal tools

Apply Management process

Process of Migration of Solution to Other Facility / Infrastructure

Capacity enhancement related IT H/W deployment and configuration

Qualifications

Education:
Bachelor or Engineering degree in computer science / programming IT, Networking & Advanced computer skills

Experience Level:
5 years’ experience in system administration

Technical Skills

Competences: (we understand familiarity not expertise)

Windows Server versus Windows 7 or 10

Basic TCP/IP networking

SMTP/POP3 mailing and retrieval

Windows Remote Desktop Protocol and Remote Desktop Connection

Windows Process and Services Management

Windows registry

WIFI networking

Web servers (IIS and Apache)

Basic networking utilities: ping, telnet, and netstat

Hostname resolution

Basic knowledge of hardware

Oracle RDBMS

Basic SQL syntax and capabilities

Remote DB access methods (ODBC)

Authentication (password and PKI-based)

Windows command-line operations

Windows/UNIX permission framework (user/group/role)

Linux Operating Systems issue debugging

Scripting in Shell/Perl

Nagios | zabbix. A monitoring system (both performance and alerting)

Know how to set up, configure and use nameservers.

Technical Skills

Behavioral skills:
Call management

Strong organization skill, With emphasis to time keeping, detail and accuracy

Escalation management

Incident management

Excellent Communication Skills internally and customer wise

Curious, keen on discovering solutions, improvement

Documentation, e-mail writing

Periodic Reporting

Customer relationship oriented

Fluent in English and Hindi

Ability to work with remote teams

Ability to work under pressure

Inter personal Skills

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!