Operations Lead – WAN Services

The people we all rely on to make the world go round – they rely on Thales.

Thales rely on its employees to invent the future: right here, right now.

Present in Romania for over 40 years, Thales is expanding its presence in the country by growing its Digital capabilities and by developing a Group Engineering Competence Centre (ECC). Operating from Bucharest, Thales delivers solutions in a number of core businesses, from ground transportation, space and defence, to security and aeronautics.

Several professional opportunities have arisen. If you are looking for the solidity of a Global Group that is at the forefront of innovation, but with the agility of a human structure that tailors to the personal development of its employees and allows opportunities for evolution in an international environment, then this is the place for you!

Role:

Join us as Operations Lead – WAN Services and play a key role in ensuring our wide area network services are reliable, efficient, and continuously improving. In this role, you’ll streamline and optimize incident and request workflows, drive service quality by tracking performance indicators, and work closely with support teams and operators to resolve issues quickly. If you’re passionate about operational excellence and making a real impact on critical services, we want to hear from you!

Mission:

• Measure service performance indicators and SLAs (incident resolution times, etc.)
• Set up dashboards to monitor service performance

Responsabilities:

Incident and Request Workflow:

• Review and formalize incident and request workflows:
• Between the various stakeholders: SD TSN, SD TGS, Operators, Level 2 and 3 support, other squads, on-site contacts
• Depending on the entity and country (e.g., CDI, TAS, DGDI, etc.)
• In the various ticketing tools (Kiss, Hysio, operators, etc.)
• Develop these workflows and tools to improve them
• Integrate service developments into workflows (new operator, new tools, new scopes, etc.)
• Coordinate with other squads or tribes if common improvement needs arise
• Formalize instructions for the teams responsible for managing incidents and requests (SD, Support, local contacts, etc.)
• Monitor the proper application of these instructions

Incidents and Problems:

• Monitor and escalate incidents to ensure faster resolution. This includes working with operators and on-site contacts

Operator Operational Monitoring:

• Operators are committed to SLAs. These SLAs must be measured and challenged. Penalties must be claimed
• The mission also involves participating in operator operational committees and monitoring improvement plans

Communication Plan:

• Communication plans in the event of an incident or problem must be developed and implemented when necessary
• Maintaining the necessary benchmarks for service delivery
• For example: on-site contacts, equipment under support or maintenance (Cisco, Versa, Dell, etc.)
• The mission may also include capacity planning, improving monitoring, or other aspects related to the quality of the service provided

About you:

Required Skills:

• Knowledge of IT support workflows and processes
• Knowledge of ticketing tools
• Management of improvement plans
• Passionate in resolving incidents