Customer Reliability Engineer (CRE)

Location: Praha, Czechia

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.

Thales in the Czech Republic employs over 400 people from 45 different nationalities. A total of 15 teams work on projects for government agencies, banking, mobile services and the Internet Of Things (IoT) technology. At the core of our business is the development of software which we configure and embed in a multitude of different devices and form factors. These include many kinds of payment cards, SIM cards, travel passes, secure eBanking devices, authentication tokens, machine identification modules (MIM), and secure ID documents including ePassports, eID and eHealth cards, as well as eDriving licenses. Because of the international environment surrounding us every day, it comes as no surprise that English is our official corporate language.

The Customer Reliability Engineer ensures the best customer experience by assuring services reliability from customer eyes and making sure Incident/Service Requests are resolved in the shortest timeframe. The CRE ensures overall service quality and health by closing the loop with feedbacks to PO & SRE regarding service issues and improvements. The CRE improves service adoption and customer success by ensuring customers are getting the most from our Cloud Services.

Activities/Responsibilities:

• Manage Incidents/Service requests within SLA, tracking SLA and taking actions in case of deviation.
• Escalate to SRE or Engineering (L3) Incidents/Service requests that cannot be resolved.
• Communicate with customers by keeping them informed about the updates related to Incidents/Service requests on a regular basis.
• Write Work Instructions/Incident Response Plans for L1, automate WI based on alert.
• Write Technical Notes/Knowledge Articles for CRE and 
• Customers (focused on service usage improvement).
• Maintain high technical skills on solution/services, be Subject 
• Matter Expert (SME) of selected solution/service.
• Build and deliver technical webinar to Customers and other CRE, work with SD/PO to build and CSM/CRSM to plan such webinar.
• Be Customer Champion for selected accounts, establish privileged relationship and deeper technical understanding for selected accounts, stay up-to-date on their plans regarding service usage.
• Deploy Customer's specific changes upon CAB approval.
• Implement and maintain SLI, dashboards and Customer's specific alerts to follow performance/improvement plan.
• Follow-up Customer activity through dashboards (% of success, % of enrollment, % of conversion, etc…).
• Provide close support to CRSM when in comes to understanding of customer use cases and Incidents/Service requests.
• Scale up/down to meet customer business need (if possible at CRE level, or raise the need to SRE).
• Lead RCA when no SRE involved (if there's a service outage, 
• CRE will be involved and will naturally become the RCA leader).
• Participate in post-mortems and contribute to RCA.
• Translate internal RCA to external RCA, publish external RCA in due time (according to service/customer agreement).
• Review repeated incidents or known error with PO/SRE.
• Raise product/service improvement requests to PO/SRE.
• CRE is working on-call to provide 365x24x7 upon L1 escalation.

Requirements: Skills, Experience & Education:

• BS in Computer Science
• 5+ years of experience as DevOPS or SRE in Application Service or support
• Working on shift to offer our customers a 24/7 service
• Good to have experience in managing Splunk App development, scripting and log management solution design
• 5+ years of experience integrating data input from Splunk from other tools such as AWS, Datadog, GCP, private cloud etc
• Knowledge of ITIL and Service Delivery best practices. ITIL certification would be appreciated
• Knowledge on AWS/GCP Cloud, monitoring tools, networking, infrastructure, Linux and mobile application
• Experience in direct cooperation with international customers
• Excellent interpersonal and communication skills
• Very good organizational and negotiation skills
• Ability to make decisions and take initiatives
• English – Mandatory
• Spanish – Optional
• French – Optional 

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!