Operations and Support Engineer

Thales; Riyadh; On-site; SAR 80,000 - 100,000; Full time

Job summary

A global technology company is seeking an Operations and Support Engineer – Level 2 to provide tier II technical support for hosted and managed solutions. The ideal candidate should have experience with Linux/Unix applications and Cloud technologies, possess strong communication skills, and hold a degree in Information Technology. Responsibilities include optimizing service performance, managing production systems, and participating in a 24/7 support team.

Qualifications

• 3-5 years of experience in IT support and operations.
• Experience in managing production systems in Cloud or Hybrid-Cloud.
• Fluent in English, strong verbal and written communicator.

Responsibilities

• Provide tier II technical support for incidents and change management.
• Work rotating shifts with 24/7 coverage.
• Optimize service reliability, performance, and security.
• Manage performance and report critical metrics.

Skills

Linux or Unix applications

SQL or Oracle database queries

WebLogic administration

Cloud technologies (Ansible, Dockers, Kubernetes)

Monitoring tools (OP5, ELK, Grafana, Prometheus)

Communication skills

Problem-solving

Education

Degree in Information Technology or a related field

Tools

Ticketing tools

Job description

Operations and Support Engineer – Level 2

As an Operations and Support Engineer – Level 2 for the Gemalto a Thales company Global Services team, you will be involved in tier II technical support for incidents, problems and change management of hosted and managed solutions.

A week in the life of an Operations and Support Engineer L2:

• You will be working in a team rotating in shifts with 24/7 coverage
• You will provide technical support of Cloud, On-Premises, and Hybrid services.
• You will design and implement changes into the systems.
• You will maintain and enhance internal tools to improve service industrialization for Cloud and On-Premises services.
• You will provide technical guidance for new or evolution of services and for consolidated technical analyses.
• You will lead the optimization of service reliability, performance and security.
• Provide technical direction when CAB requires tier II input, expertise or changes with high risk impacts on customer SLAs.
• You will be responsible for product and technical knowledge ramp-up of the Tier II Support team.
• You will participate in the definition of production requirements.
• You will extend and acknowledge completion of handover milestones to Tiers I and II to comply with contractual SLAs.
• You will manage performance. Track and report critical supply and demand metrics. Use data to optimize processes, creatively solve problems, and track results
• You will participate within the integrated team concept for product & process improvement
• You will participate at the preparation and review of technical product & customer specific documentation

Knowledge, Skills and Experience:

• To succeed at this job, you must have experience with Linux or Unix applications; Unix or Shell scripting; SQL or Oracle database queries, writing and execution and knowledge of WebLogic administration, ticketing tools, monitoring tools such as OP5, ELK, Grafana or Prometheus
• You must have also an experience in managing production systems in Cloud or/and Hybrid-Cloud, knowledge of debugging methods and tools.
• You need to have knowledge of Cloud technologies: ie. Ansible, Dockers, Kubernetes. AWS, Google Cloud are much appreciated.
• You need to have experience in customer facing role and communication with internal & external stakeholders.
• You must be fluent in English.
• We would like someone to join our team who is a strong verbal and written communicator, analytical, a problem-solver and team player.
• You must have a Degree in Information Technology or a related field.
• We are looking for someone with 3-5 years of experience in IT support and operations.