Digital Service Quality Manager

Location: Noida, India

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 billons 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.

Present in India since 1953, Thales is headquartered in Noida, Uttar Pradesh, and has operational offices and sites spread across Bengaluru, Delhi, Gurugram, Hyderabad, Mumbai, Pune among others. Over 1800 employees are working with Thales and its joint ventures in India. Since the beginning, Thales has been playing an essential role in India’s growth story by sharing its technologies and expertise in Defence, Transport, Aerospace and Digital Identity and Security markets.

As a Cloud Service Reliability Engineer, you will drive the execution and evolution of our Cloud Service Quality (CSQ) framework with a

strong emphasis on service reliability, Cloud operations, and best-in-class customer experience. Your role involves implementing Cloud

Service Quality program components across all CPL Cloud SaaS products, collaborating with cross-functional teams to understand and

evaluate Cloud Service risks, monitor reliability standards, and measure service performance.

Key Responsibilities:

• Service Reliability: Implement Cloud Service Quality program components to provide an objective and measurable
  
  
  

assessment of cloud service health, as well as to identify best practices to improve operational excellence.

• Incident Management: Lead post-incident analysis to continuously improve the reliability and quality of Cloud services by
  
  
  

conducting root cause analysis, implementing corrective and preventative actions for incidents affecting service performance,

and ensuring minimal service disruption during outages.

• Data Analytics and KPIs/Metrics: Develop, maintain, and conduct data analytics by defining and implement insightful business
  
  
  

metrics, key performance indicators (KPIs) and dashboards using PowerBI. Monitor KPIs for service resiliency (SLA, Mean

Time, Root Cause) and service delivery to inform strategic decisions and drive improvements, including analyzing operational

data to enhance cloud performance.

SLI/SLO Implementation: Provide expertise to assist teams in identifying and implementing effective Service Level Indicators

(SLIs) and Service Level Objectives (SLOs) to align with business goals and user experience, with a focus on Cloud

operational metrics.

• Managed Supplier Program: Assist in implementing a supplier relationship program for critical cloud service providers, defining
  
  
  

firm metrics/targets for responsiveness, root cause analysis (RCA), prevention, measuring supplier performance, and setting

clear expectations for maintenance and issue resolution, including collaboration with suppliers to enhance operational

reliability.

• Collaboration: Collaborate with cross-functional teams to understand and evaluate cloud service risks, providing
  
  
  

recommendations to enhance resilience and performance.

• Continuous Improvement: Monitor and track progress of continuous improvement actions in both service reliability and Cloud
  
  
  

operational practices, ensuring their effective implementation.

• Reporting: Participate in management meetings and provide quality related updates and insights to the management team.
  
  
  

Secondary Responsibilities:

• Software Quality Support: Contribute to implementing software quality program components and maintaining quality standards
  
  
  

across our software products.

• PowerBI Maintenance: Support the maintenance of PowerBI visualizations and reports related to software quality metrics.
  
  
  

Qualifications:

• Bachelor’s degree in computer science, engineering, or a related field.
• Proven experience in Cloud Service reliability engineering or a similar role.
• Knowledge of Cloud platforms (e.g., AWS, Azure, GCP) and understanding of Cloud operations best practices.
• Proficiency in PowerBI, data analytics, scripting or programming.
• Familiarity with QA methodologies, such as DevOps, Scaled Agile, and CI/CD models.
• Excellent problem-solving and communication skill
  
  
  

Education

• Bachelor’s degree (or similar) with a concentration in a discipline that focuses on problem-solving, data-analytics, cloud
  
  
  

service quality, Information Systems, or equivalent experience.

Competencies

• Data-driven decision-making and visualization.
• Microsoft Office Suite: Word, PowerPoint, Excel, PowerBI.
  
  
  

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!

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