Technical Lead 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.

Key Areas of Responsibilities:

 As CRE Technical Lead

• Participate in Product Update Meetings to understand and raise concern or priority of any on field important Bugs for the Overall solution.
• Add as TCAB approvers to analyze and approve the tickets at TCAB level specific to CRE changes.
• Participate in complex customer calls where CRE needs them.
• Review and update RCA as per requirement
• Participate in TQRs/Release Updates
• Plan and execute product/technical trainings along with collaboration with CRE Champions.
• In charge of building the communication toward customer for Product /Api change updates with collaboration with SD/PO
• Assist CRE Champions to connect with PO/SD to explain them what the problem is on field.
• Incharge of Validating Work Instructions/Incident Response Plans for L1, automate WI based on alert.
• Write/Validate Technical Notes/Knowledge Articles for CRE and Customers (focused on service usage improvement).
• Work on Tooling and improvement of Tools
• Validate Application/Connectivity Security related queries as and when they arrive from Internal Security Team/Customer.

As CRE

• Manage complex Incidents/Service requests within SLA, tracking SLA and taking actions in case of deviation.
• Escalate to SRE Lead or Engineering (L3) POs for Incidents/Service requests that cannot be resolved.
• Assist on Communication with customers by keeping them informed about the updates related to Incidents/Service requests on a regular basis.
• Maintain high technical skills on solution/services, be the 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.
• Participate in Observability task force as and when required.
• 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.
• Participate in post-mortems.
• Review repeated incidents or known error with PO/SRE.
• Raise product/service improvement requests to PO/SRE.

Minimum Requirements

• Bachelor’s degree in computer science, Software Engineering, or equivalent degree
• Intermediate-Advanced English fluency
• At least 7+ years of experience as CRE/SRE.
• Mandatory experience with Cloud environments like AWS or GCP
• Java is preferred.
• Notions of Databases (Mongo DB) and SQL queries (MS-SQL Server and Oracle).
• Knowledge in a few development languages front-end, Angular, Javascript, XAML, and styling CSS, bootstrap, Material Design.
• Mandatory experience in Linux, and a good understanding of IT security principles (PKI).
• It would be preferred if you have experience with Shell Scripting, Python, Terraform.
• Knowledge and experience with Splunk, Confluence/Jira, Snow, Datadog, PagerDuty is good to have.
• Strong team player with proven experience and a willingness to take ownership of a topic and successfully bring it to completion.
• Well organized with strong attention to detail, strong verbal and written communication skills.

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!