Operations Lead â WAN Services
Operations Lead â WAN Services
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Job Description
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 this role youll 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 youre 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
Connect with Andreea Burcea Talent Acquisition Partner #LI-BA1 who is eager to explore together with you this exciting opportunity.
At Thales we provide CAREERS and not only jobs. With Thales employing 80000 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!Employment Type
Full-Time
