Team Lead, Support Engineer

2 weeks ago

Changi, Singapore Thales Full time

Location: Singapore Changi, Singapore

Thales people architect solutions that enable two-thirds of planes to take off and land safely. We create in-flight entertainment systems that engross 50 million fliers every year and we develop the avionics that control the world’s largest commercial aircrafts. Our simulators train the next generation of pilots for fighter jets, transporters and search and rescue helicopters. And, together, each and every member of our aerospace team makes a difference.

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.

**Responsibilities**:

- Support the customer through phone, meetings, ticketing system
- Test, optimize and write out procedures for the team
- Work closely with other departments through Slack, meetings and ticketing systems
- Send out communications about upcoming releases, maintenance, downtimes
- Work out feature requests in detail, understand what the customer wants and needs
- Translate technical lingo into normal language
- Be part of the 24/7 team one week every 5-10 weeks
- Incident/change/problem management
- Write out RCAs
- Understand Java, Angular, Swift, XML, CSS,
- Logically and analytically assess issues
- Be aware of new changes, existing bugs, known issues throughout our product
- Keep yourself up to date about internal processes like release and deployment management
- Prioritize workload in function of ticket severity and SLAs
- Take the lead when tickets are not handled efficiently or fast enough
- Recognize your team’s needs and actively work on them
- Follow up with your colleagues on a bi-weekly basis and make sure everyone is heard
- Plan your team around vacations and unforeseen events

**Requirements**:

- Minimum 3 years of experience in a similar leading support role in a software development company
- Bachelor’s degree in informatics or computer science or equivalent through experience
- Experience with the Jira/Confluence/Bitbucket/suite
- ITIL knowledge
- Working experience of Linux, Java, Angular, XML, APIs, REST, and more

**Others**:

- Physical Environment: Telework is applicable.
- Will require to work in office at least 3 days a week
- 3 weeks training in Belgium to start
- Willing to travel 3 times a year for 1-2 weeks to Belgium to synchronize with a remote team

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