Job Description

Location: Noida, IndiaThales 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 Indias growth story by sharing its technologies and expertise in Defence, Transport, Aerospace and Digital Identity and Security markets.Job Role & ResponsibilitiesYou are the customer contact for request and incident management.

• Manage service request and incident through GTO ticketing system.
• Manage customer communication.
• Participate to NOC shift or 24*7 on duty for support or operation.

You provide the first line technical support to customers on hosted and managed services.

• Search solution within Gemalto knowledge data base
• Provide customer with an answer based on findings within the ticketing system
• Escalate to L2 support & operation depending on the criticality
• Contribute to problem management under L2 support & operation guidance.

You provide service monitoring and associated predefined actions on hosted and managed services.

• Address events raised by monitoring system
• Validate the alert and apply the corrective actions using the associated working instruction.
• Validate that the working instruction has the expected effect on the alert.
• Escalate to L2 support & operation if alert cannot be managed

You provide recurring service operations on hosted and managed services.

• Provide service reporting to SDM.
• Provision data in the system.
• Run housekeeping actions.
• Do preventive monitoring to secure SL

You participate to the handover from set up to production.

• Review the service documentation
• Test monitoring and internal tools

Education

• Technician in informatics or University student in Engineering (Computing/Electrical / Electronic)

Experience

• IT administration
• Experience in support activity is a good asset.

Professional Knowledge

• Call management
• Escalation management
• Incident management
• Oral presentation
• Documentation, e-mail writing
• Customer relationship management

Tools

• Linux-Unix admin
• Unix/Shell scripts usage
• Ticketing system

Interpersonal skills

• Good communication ability
• Well organized person
• Process minded
• Team player

KPI

• SLA compliancy
• Customer Satisfaction
• Ticket management

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!

Thales