L2 NOC Engineer

Location: Austin United States of America

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 30000 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.

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.

Working within established service level agreements (SLAs) operational procedures and security requirements the L2 NOC Engineer assesses service impact executes approved remediation activities and collaborates with internal teams vendors and customer stakeholders as needed to resolve incidents efficiently. Responsibilities are performed during scheduled NOC shifts on-call rotations planned maintenance activities major incident events and operational handoffs.

The NOC supports continuous monitoring incident management escalation coordination and operational stability for critical Identity and Biometrics Solutions environments.

Regulatory Compliance 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 and must be able to obtain post-hire clearance from the Committee on Foreign Investments in the U.S. (CFIUS) and Department of Justice.

Key Areas of Responsibility

• Follow Thales operational processes NOC procedures customer support requirements and applicable security and compliance standards.

• Serves 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.

Basic Qualifications

• 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.

• Associates or Bachelors 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.

Travel:

10% of the time or as needed

#LI-WM1
#LI-remote

This position will require successfully completing a post-offer background check. Qualified candidates with a criminal history will be considered and are not automatically disqualified consistent with federal law state law and local ordinances.

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 .

The reference Total Target Compensation (TTC) market range for this position inclusive of annual base salary and the variable compensation target is between

Total Target Cash (TTC) 74033.25 - 131227.00 USD Annual

This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including but not limited to the employees career path history competencies skills and performance as well as the companys annual salary budget the customers program requirements and the companys internal equity. Thales may offer additional benefits and other compensation depending on circumstances not related to an applicants status protected by local state or federal law.

(For Internal candidate if you need more information please raise HR request through MyThales)

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents including the following:

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