Job Description

Location: Noida Berger Tower, IndiaIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.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 Indias growth story by sharing its technologies and expertise in Defence, Transport, Aerospace and Digital Identity and Security markets.Imperva, a Thales Company is seeking a collaborative and diligent person with a passion for
infrastructure to work as an Incident Response Team Supervisor. The Incident Response Team
provides 24x7x365 coverage for Major Incidents that affect the Imperva Infrastructure with some
on-call as needed.
The ICO Incident Response Team provides a crucial role in guiding efforts to troubleshoot and
investigate major Incidents while keeping Subject Matter Experts focused on service restoration,
minimizing service disruptions. The Incident Response Team Supervisor will provide leadership
and guidance for the Incident Commanders who make up the team.
The role will be located in Noida, India mostly during normal business hours but will require the
candidate to work some outside of those hours to work with Incident Commanders on shifts
aligned to APJ / US / EMEA time zones, and occasional shift coverage or on-call responsibilities
may be required to help cover time off.
Responsibilities:
Oversee a team of Incident Commanders on the Incident Response Team that are
located in the same office but distributed across different shifts that are aligned with the
APJ / EMEA / US regions and provide 24/7/365 coverage
Ensure the Major Incident Management process is executed correctly and all objectives
achieved
Ensure adequate coverage by the Incident Commanders is provided so that 24/7
coverage is maintained
Function as an escalation point for the Incident Commanders providing help and
guidance as needed
Handle escalations and communications with other stakeholders within the company
including Support, Customer Success, other managers, and Executives
Help with coverage of shifts or participation in on-call responsibilities as needed for
Incident Commander responsibilities including running Major Incidents, leading
postmortems, providing updates through established communication channels for both
internal and external stakeholders, and engaging with necessary SMEs
Evaluate and report on the status of Incident Commander performance
Perform regular one-on-one meetings with Incident Commanders where you can provide
feedback to Incident Commanders that highlight achievements and opportunities for
improvement
Required Experience and Skills:
At least 1-2 years managing a team of operational employees
Bachelors degree in a program related to information technology/computer science, or
equivalent experience
At least 5 years experience within IT infrastructure operations (ITSM), especially within a
service-provider (e.g. ISP, SaaS, IaaS) environment
At least 5 years in a role that involves performing incident management
Strong listening skills
Ability to communicate clearly and succinctly in both verbal and written formats in
English using predefined templates and guidelines
Experience with gathering, synthesizing, and prioritizing information from subject-matter
experts
Ability to work in high-stress situations and keep incident responders calm and focused
Availability to work on-call weekend shifts in rotation with other team members
Familiarity with complex distributed systems
Familiarity with the OSI model and ability to discuss how communication between
systems can be explained by it
Comfortable with both big-picture as well as technical minutiae within a multi-datacenter
topology
General working knowledge of Linux operating systems, routing and switching platforms,
and network and switching protocols
Preferred Qualifications:
Understanding of ITIL and Agile methodologiesAt 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!

Thales