Customer Operations and Support Engineer

Location: Noida, India

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.

Customer operations and support - level 1

As an Operations and Support Engineer for the THALES Digital Banking and Payment Services team, you will provide Tier I technical support and incident management for hosted and managed services. You will also be a part of a global team that delivers 24/7 support and incorporates service monitoring to meet the requirements of customer service level agreements.

A week in the life of a Customer operations and support L1:

• You will establish and maintain contact with customers for request and incident management.
• You will deliver Tier I technical support for customers on hosted and managed services and escalate critical issues to Tier II support.
• You will provide service monitoring and associated predefined actions on hosted and managed service and escalate to Tier II as needed.
• You will support recurring service operations on hosted and managed services.
• You will participate to the handover from set-up to production by reviewing service documentation and monitoring testing and internal tools.

• Knowledge, Skills and Experience:
• To succeed at this job, you must have: experience with Linux or Unix administration, AWS/Cloud, Unix or Shell scripting, ticketing systems and call, escalation, incident and customer relationship management.
•  Required experience in AWS or any cloud services
•  It would be preferred if you have experience in technical support.
•  You must be fluent in English.
•  We would like someone to join our team who is a strong verbal and written communicator, organized, process-minded and a team-player.
•  You must have a Degree in Engineering.

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.