You manage operational support for various applications, ensuring system reliability and customer satisfaction through troubleshooting, incident management, and proactive maintenance, both remotely and on-site.
Original Beschreibung
# Product/System Operational Support Engineer - 100% (m/f/d)
**Aarau** | **Full time** | **On-Site**
**Say HI\* – to your career as**
**Product/System Operational Support Engineer – 100% (m/f/d)**
**at our Aarau location #LI-HYBRID (Ref. No. R0293687)**
In Aarau, you will support national and cantonal authorities in projects for innovative and highly secure identification documents and identity solutions. This includes, among others, the Swiss passport, the Swiss identity card, IDs for the cantonal police forces, or eGates for automated passport control at airports. Become part of the Thales expert team that plays a vital role in ensuring the safety of citizens. We look forward to hearing from you!
Within the Projects and Services Department of the Identity and Digital Security activity, we are looking for our future L2 Product/ System Operational Support Engineer. Position based in Aarau.
**Your mission**
* You will support different applications to meet the needs of our customer portfolio for passports, identity cards, driving licenses, and pki cards. You conduct system front and backend administration, monitoring, management, preventative maintenance, and ensure maintenance within existing operational services.
* You work with Suppliers for hardware maintenance of production machines, document readers, quality control stations, including remote support, monitoring of machines wear, spare parts stock maintenance, requisition orders, and other activities to ensure security of customer production.
* You are familiar with KMS and HSM infrastructure and able to troubleshoot issues and provide detailed analysis to higher level engineers.
* You will provide Incident Management. You resolve customer reported issues and inquiries via phone, emails, onsite, or remote access respecting the corresponding Service Level Agreements.
* You lead troubleshooting on applicable applications, operating systems and network environments as well as hardware, peripherals and production machines.
* You conduct Problem Management with root cause analysis and the implementation of appropriate measures to prevent incidents or elaborate workarounds. You engage with broader Thales team members to identify and resolve technical issues.
* You provide appropriate documentation on the reported issues and provide regular status reports to internal stakeholders and external customers.
* You also participate in projects and the implementation of change request to support specification, validation and rollout of new services and releases.
* You follow Change Management procedures to keep track of software versions, configurations and adhere to customer change management requirements.
* You adhere to defined processes and solutions, such as confidentiality, compliance to escalation procedures and customer support processes. You maintain a high level of customer relations through reliability, responsiveness, professional communication with sensitive stakeholders, and focus on ensuring customer satisfaction.
* You work remote as well as on-site at Thales and customer locations. You will be regularly present on customer premises between 20-40% of the time. A limited full-time allocation on customer premises may exceptionally be requested, as well as urgent travels in case of emergency. Occasionally, you participate in 24X7 on-call customer technical support during rollouts or on high volume seasons.
**We look forward to that**
* Bachelor’s degree in computer science or related discipline; at least 5 years of relevant and recent experience in IT-related business
* ITIL V4 Foundation or higher certificate
* Experience working with business functions as well as technical support functions. Ability to translate complex technical concepts into every-day language while working with internal and external stakeholders
* Systems engineering background and troubleshooting experiences primarily with Windows Server environments, SQL knowledge and Oracle and MS-SQL server databases, with background in Linux environments, and Networks being highly desirable as well as operational knowledge of AWS
* Experience in programming/scripting with one or more of the following, UNIX/Linux shell scripting, Windows scripting (VBS or Batch), Powershell
* Understanding of PKI-Infrastructure, KMS, Certificate Management and Web-Services, cryptographic protocols, encryption and signature algorithms as well as Identity and Access Management
* Good commercial acumen, competent in presenting and liaising with external bodies including customers, partners and specialist working groups
* Strong written and verbal communication skills, fluent in English
* You are able to pass rigorous background checks conducted by law enforcement agencies
* You are well organized and can handle several tasks in parallel.
* You remain calm and productive in stressful situations and critical incidents requiring quick action when under pressure from external customers and actively collaborate with multiple stakeholders, including senior management.
* You work autonomously as well as in a team and you are flexible in terms of planning and mission.
* You may be familiar with the Thales Quality Systems, including PLC (Product Life Cycle), SDLC (Software Development Life Cycle), CDLC (Custom Development Life Cycle), and CI (Continuous Integration)
**What you can expect at Thales CDI Switzerland AG**
Flexible and mobile working where possible | Part-time models to promote work-life balance | Flexible holiday options with the opportunity to purchase additional vacation days | Paid premiums for accident and daily sickness benefits insurance | Choice of pension plan models for occupational retirement provision | “Sharing Thales” employee share program | Corporate health management with regular initiatives | Comprehensive training opportunities in the Thales Learning Hub | Benefits platform with employee discounts | Informal ‘You’ culture at all levels
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!