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About the Role
The L2 NOC Engineer provides advanced operational support for mission-critical customer environments monitored by the Network Operations Center (NOC). This role is responsible for monitoring production systems, analyzing alerts and incidents, performing technical troubleshooting, coordinating escalations, and supporting service restoration activities to maintain service availability and operational performance.
Responsibilities
- Follow Thales operational processes, NOC procedures, customer support requirements, and applicable security and compliance standards.
- Serve as initial point of contact during assigned NOC shifts, on-call rotations, planned maintenance windows, major incident response, and operational handoffs.
- Monitor production systems, infrastructure, applications, networks, alerts, logs, and service dashboards to identify incidents, outages, and service degradation.
- Perform L2 incident triage, technical troubleshooting, service impact assessment, and approved corrective actions within authorized access and change control boundaries.
- Execute documented runbooks, standard operating procedures, and remediation activities to restore service or minimize customer impact.
- Escalate complex incidents to engineering, infrastructure, application, database, security, vendor, or service delivery teams, providing relevant technical details and impact assessments.
- Participate in major incident response activities, bridge calls, planned maintenance events, change validations, and service restoration efforts.
- Create and maintain accurate incident records, technical documentation, operational reports, shift handover notes, and knowledge base articles.
- Identify recurring issues, monitoring gaps, process improvements, and automation opportunities for review by NOC leadership and engineering teams.
- Communicate incident status, service impacts, and operational updates clearly and professionally with internal stakeholders and customer-facing teams.
- Ensure compliance with customer requirements, data protection standards, access controls, security policies, and applicable regulatory obligations.
Requirements
- Must have U.S. Citizenship in order to obtain the post-hire Criminal Justice Information Services (CJIS) Clearance from the Federal Bureau of Investigation.
- Must be able to obtain post-hire clearance from the Committee on Foreign Investments in the U.S. (CFIUS) and Department of Justice.
- 3+ years of experience in a NOC, SOC, technical support, systems operations, infrastructure operations, or similar production support environment.
- Experience troubleshooting application, server, network, database, cloud, or enterprise platform incidents using monitoring tools, logs, dashboards, and ticketing systems.
- Working knowledge of incident management, escalation management, SLA tracking, change management, and operational handoff practices.
- Ability to follow runbooks, perform structured troubleshooting, document findings, and communicate status in time-sensitive environments.
- Experience using ITSM tools such as ServiceNow, Jira Service Management, Remedy, or equivalent platforms.
- Familiarity with monitoring and observability tools such as Splunk, Grafana, Nagios, SolarWinds, Zabbix, Datadog, Dynatrace, or similar solutions.
- Strong written and verbal communication skills, including incident documentation, technical updates, and stakeholder coordination.
- Ability to work in a 24x7 operational environment, including shifts, weekends, holidays, maintenance windows, and on-call rotations.
- Ability to obtain and maintain required background clearances.
- Experience supporting identity management, biometrics, government, public safety, secure credentialing, or other high-availability environments.
- Knowledge of Linux, Windows Server, networking fundamentals, SQL/database administration, scripting, cloud platforms, and cybersecurity monitoring concepts.
- ITIL Foundation, Network+, Security+, Linux+, Microsoft, AWS, Azure, or similar technical certifications preferred.
- Associate's or Bachelor's degree in Computer Science, Information Technology, Engineering, Cybersecurity, or a related technical discipline; equivalent experience may be considered.
- Additional technical or IT service management certifications are preferred but not required unless mandated by customer or regulatory requirements.
- This position will require successfully completing a post-offer background check.
Skills
- Identity management
- Data protection
- Digital security
- Monitoring production systems
- Analyzing alerts and incidents
- Technical troubleshooting
- Service restoration
- Incident management
- Escalation management
- SLA tracking
- Change management
- Operational handoffs
- ITSM tools (ServiceNow, Jira Service Management, Remedy)
- Monitoring and observability tools (Splunk, Grafana, Nagios, SolarWinds, Zabbix, Datadog, Dynatrace)
- Linux
- Windows Server
- Networking fundamentals
- SQL/database administration
- Scripting
- Cloud platforms
- Cybersecurity monitoring concepts
Location
- Austin, United States of America
- Austin, Texas US
Work Type
- Hybrid
Experience Level
- 3+ years of experience in a NOC, SOC, technical support, systems operations, infrastructure operations, or similar production support environment.
Education Level
- Associate's or Bachelor's degree in Computer Science, Information Technology, Engineering, Cybersecurity, or a related technical discipline; equivalent experience may be considered.
- ITIL Foundation, Network+, Security+, Linux+, Microsoft, AWS, Azure, or similar technical certifications preferred.
- Additional technical or IT service management certifications are preferred but not required unless mandated by customer or regulatory requirements.
Salary/Compensations
- 74,033.25 - 131,227.00 USD Annual
Benefits
- Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance
- Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period
- Company paid holidays and Paid Time Off
- Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program
About the Company
- Thales people architect identity management and data protection solutions at the heart of digital security.
- Business and governments rely on us to bring trust to the billions of digital interactions they have with people.
- Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more.
- More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.
Equal Opportunity
- Thales champions inclusion and we believe diversity strengthens the fabric of our culture.
- Thales is an Equal Opportunity Employer, including disability/veterans.
- If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.