Level 2 Team Leader

Location: Singapore, Singapore

Thales people architect solutions at the heart of the defence-security continuum. Interoperable and secure information and telecommunications systems for defence, security, and civil operators, are based upon innovative use of radiocommunications, networks, and cybersecurity. We are ground breaking new digital technologies such as 4G mobile communications, cryptography, cloud computing and big data for use in physical protection systems, and critical information systems.

Thales established its presence in Singapore in 1973 to support the expansion of aerospace-related activities in the Asia-Pacific region. Throughout the last four decades, the company grew from strength to strength and is today involved in the primary businesses of Aerospace (including Air Traffic Management), Defence & Security, Ground Transportation and Digital Identity & Security. Thales today employs over 2,100 people in Singapore across all its business areas.

KEY ACTIVITIES AND RESPONSIBILITIES

As a Level 2 Team Lead, you are accountable for:

Operational Support

• Lead and coordinate level 2 support operations for mission-critical applications and infrastructure
• Provide troubleshooting and diagnostics for incidents escalated from level 1
• Ensure adherence to SLA, system availability

Incident & Problem Management

• Act as incident manager for P1/P2 issues
• Coordinate resolution and communications
• Perform root cause analysis and recommend permanent fixes
• Escalate unresolved issues that required software coding to Level 3 or engineering teams

Change Management

• Perform operational impact assessment
• Part of the CAB to review and approve change
• Pre-Change Preparation such as review Change Request and Release Plan
• Supervise post-change production verification
• Documentation update and knowledge transfer
• Post change review and feedback

Patch Management

• Perform patch management readiness
• Stakeholder coordination and team coordination
• System Readiness and Post-Patch Validation
• Documentation update and knowledge transfer
• Compliance and audit readiness

Documentation and Compliance

• Operational documentation. SOPs, Incident response checklist, RCA, PIR, monitoring and alert guidebook
• Configuration & Infrastructure Documentation. System configuration baseline, application dependency maps, environment inventories such as hosts, services, accounts
• Knowledge Base Articles for level 2 enablement and faster resolution e.g. Known Errors and Fixes, Frequent How-To Guides, Script Repositories, Lessons Learned
• Knowledge Management

Configuration Management

• Perform validation and accuracy of configurations
• Maintain readiness of operational documentation
• Perform audit to confirm compliance of configurations
• CMDB asset verification
• Change-linked configuration tracking
• Ensure environment consistency between DEV – IVVQ – ISO-PROD – UAT and PROD

Testing and Verification

• Ensure operational readiness testing before production deployment rollout
• Ensure post-change verification coordination
• Perform regression and sanity test following patching or upgrades, in UAT and PROD
• Participation in user acceptance testing

Knowledge Management

• Documentation of resolution
• Knowledge Base Contribution
• Validation of knowledge
• Subject Matter Expertise Sharing

Root Cause Analysis

• Gather logs, system metrics at the time of failure
• Reproduction of issues in a controlled environment to understand the conditions under which it occurs
• Determine the scope and severity in terms of the systems affected, downtime duration and business impact
• Narrow down the possible sources of causing the failure
• Use of diagnostic tools such to analyse the application behaviour
• Correlation of events to sequence the chain of events leading up to the failure and identify the dependencies

Leadership

• Supervision and provision of guidance to Level 2 engineers for change requests and service requests
• Lead and manage day-to-day operations of the Level 2 support
• Track and report the Level 2 key performance indicators such as resolution rate, mean time to resolve and system availability
• Process and quality improvement. Document down known issues, troubleshooting steps and standard operating procedures. Propose improvements to incident handling
• Identify tools and systems to streamline Level 2 support operations

KEY KNOWLEDGE AND EXPERIENCE

To be successful in your role, you will have demonstrated and/or acquired the following knowledge and experience:

Education and Experience

• Bachelor Degree in Information Technology, Computer Science, Engineering, or a closely related discipline
• At least 5 years in Level 2 support for mission critical 24x7 production support, preferably in public sector
• At least 2 years in a team lead or supervisory role, coordinating tasks and mentoring junior engineers
• Proven experience in handling P1/P2 incidents, managing post-incident reviews (PIRs) and root cause analysis
• Preferably certification in Red Hat Enterprise Linux or Kubernetes

Knowledge/Skills

• Operating Systems. RHEL (90%) and Windows Server (10%)
• Networking Fundamentals
• Middleware & Infrastructure (Web Server – Nginx, App Servers – Kubernetes with containers (Docker + Spring Boot)
• Message Queues (IBM MQ, Kafka)
• Database (SQL Server, PostgreSQL)
• ITIL/ITSM Process Knowledge
• Security Awareness
• DR and HA concepts
• Strong Technical Skills
• Leadership & Coordination
• Communication & Collaboration

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!