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 infrastructureProvide troubleshooting and diagnostics for incidents escalated from level 1Ensure adherence to SLA, system availability

Incident & Problem Management

Act as incident manager for P1/P2 issuesCoordinate resolution and communicationsPerform root cause analysis and recommend permanent fixesEscalate unresolved issues that required software coding to Level 3 or engineering teams

Change Management

Perform operational impact assessmentPart of the CAB to review and approve changePre-Change Preparation such as review Change Request and Release PlanSupervise post-change production verificationDocumentation update and knowledge transferPost change review and feedback

Patch Management

Perform patch management readinessStakeholder coordination and team coordinationSystem Readiness and Post-Patch ValidationDocumentation update and knowledge transferCompliance and audit readiness

Documentation and Compliance

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

Configuration Management

Perform validation and accuracy of configurationsMaintain readiness of operational documentationPerform audit to confirm compliance of configurationsCMDB asset verificationChange-linked configuration trackingEnsure environment consistency between DEV – IVVQ – ISO-PROD – UAT and PROD

Testing and Verification

Ensure operational readiness testing before production deployment rolloutEnsure post-change verification coordinationPerform regression and sanity test following patching or upgrades, in UAT and PRODParticipation in user acceptance testing

Knowledge Management

Documentation of resolutionKnowledge Base ContributionValidation of knowledgeSubject Matter Expertise Sharing

Root Cause Analysis

Gather logs, system metrics at the time of failureReproduction of issues in a controlled environment to understand the conditions under which it occursDetermine the scope and severity in terms of the systems affected, downtime duration and business impactNarrow down the possible sources of causing the failureUse of diagnostic tools such to analyse the application behaviourCorrelation 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 requestsLead and manage day-to-day operations of the Level 2 supportTrack and report the Level 2 key performance indicators such as resolution rate, mean time to resolve and system availabilityProcess and quality improvement. Document down known issues, troubleshooting steps and standard operating procedures. Propose improvements to incident handlingIdentify 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 disciplineAt least 5 years in Level 2 support for mission critical 24x7 production support, preferably in public sectorAt least 2 years in a team lead or supervisory role, coordinating tasks and mentoring junior engineersProven experience in handling P1/P2 incidents, managing post-incident reviews (PIRs) and root cause analysisPreferably certification in Red Hat Enterprise Linux or Kubernetes

Knowledge/Skills

Operating Systems. RHEL (90%) and Windows Server (10%)Networking FundamentalsMiddleware & Infrastructure (Web Server – Nginx, App Servers – Kubernetes with containers (Docker + Spring Boot)Message Queues (IBM MQ, Kafka)Database (SQL Server, PostgreSQL)ITIL/ITSM Process KnowledgeSecurity AwarenessDR and HA conceptsStrong Technical SkillsLeadership & CoordinationCommunication & 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!