Location: Austin, United States of America

This is for a hybrid role in Austin, Texas US.

Position Summary

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.

Preferred Qualifications

• 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.

Special Position 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.

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) 74,033.25 - 131,227.00 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 employee's career path history, competencies, skills and performance, as well as the company's annual salary budget, the customer's program requirements, and the company's internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant's 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