L1 Support Engineer II
Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.
Present in India since 1953, Thales is headquartered in Noida and has other operational offices and sites spread across Delhi, Gurugram, Bengaluru and Mumbai, among others. Over 2200 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, Aerospace and Cyber & Digital sectors. Thales has two engineering competence centres in India - one in Noida focused on Cyber & Digital business, while the one in Bengaluru focuses on hardware, software and systems engineering capabilities for both the civil and defence sectors, serving global needs. The Group has also established an MRO (Maintenance, Repair & Overhaul) facility in Gurugram to provide comprehensive avionics maintenance and repair services to Indian airlines and support the growth of the local aviation industry.Job Summary:
We are seeking a dynamic and experienced Senior Customer Operations and Support Engineer to join our Thales Payment Services Customer Operations & Support (COS) team.
As a COS team member, you will participate in the customer service management covering the entire Payment Services portfolio. You will be part of a global team that delivers 24/7 support and monitor all our cloud services to act proactively and meet the requirements of Service Level Agreements.
As a Senior COS Engineer, leveraging technology and data-driven insights you will participate in elevating the overall customer satisfaction by working with the team on the improvement plans, focusing mainly on communication and reactivity.
A week in the life of a Senior Customer Operations & Support Engineer
You will establish and own contact with customers for case management (request/incident).
You will deliver Level 1 technical support on Payment Services and escalate critical issues to Level 2.
You will provide service monitoring and associated predefined actions.
You will regularly review our communication practices to adopt improvements.
You will participate to the handover from set-up to production by reviewing service documentation and monitoring, testing and internal tools.
Responsibilities:
Develop and implement crisis communication plans and protocols.
Act as the primary spokesperson during crisis, ensuring consistent messaging.
Coordinate with various teams to align communication efforts.
Monitoring system performance and ensuring the correct functioning of internal and external systems.
Ensuring compliance with SLAs and customer contracts.
Escalating issues to appropriate resolver groups.
Ensuring adherence to ITIL best practices.
Responding to and resolving support requests via phone, chat, and ticketing systems.
Developing and maintaining documentation of incident records, knowledge base articles
Qualifications:
Bachelor’s degree in computer sciences.
3+ years of experience in customer service and ITIL related role.
Excellent written and verbal communication skills.
Proficiency in cloud services and Linux
ITIL Foundation Certificate
Analytical skills to interpret customer feedback and performance metrics.
Ability to work collaboratively in a multicultural and international environment.
To succeed at this job, you must have:
Customer communication expertise, especially in difficult context or crisis.
Experience with Linux or Unix administration, AWS/Cloud, Unix or Shell scripting, ticketing systems and call, escalation, incident and customer relationship management.
Proficiency in ITIL processes and best practices
Familiarity with cloud services and analytics tools.
Strong troubleshooting and problem-solving skills
Ability to work independently and as part of a team.
Understanding of service level agreements (SLAs).
English proficiency, other languages
At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference - for a safer, greener, and more inclusive world.