Location: Bucharest, Romania

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of defence and security, aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

 

In Romania, we are advancing innovation through software engineering, research and development, delivering solutions in key markets in which Thales Group operates. Our engineers design, develop and integrate solutions that impact global industries – from fully operational systems and subsystems for naval warfare and maritime security operations, to air traffic management systems, satellite-based solutions, tactical indoor simulations, identity and biometric technologies and more.

Job summary

As a Team Leader for a team of Level 3 and Level 2 support, you will oversee a team responsible for delivering high-quality technical support to the client. You will ensure the seamless execution of service delivery, maintain service level agreements (SLAs), and drive continuous improvement in service performance. Your role will involve close collaboration with cross-functional teams to monitor service performance, identify areas for enhancement, and implement solutions that enhance client satisfaction and operational excellence.

Responsibilities:

• Drive the production of services according to defined performance procedures and commitments
  • L3 team & L2 team coordination (planning)
  • Liaison with THALES Engineering Team to manage escalation and changes
  • Liaison with REPLY NOC
  • Daily dashboards monitoring
• Drive the supervision, configuration management and administration of the NOC
  • Management of the operational device of production (NOC)
  • Communicates properly on the technical evolutions and security instructions
• Improve production process and anticipate changes
  • Analyses failures, malfunctions and propose improvement actions
  • Seeks and proposes solutions for continuous improvements of productivity and services
• Propose management metrics / reporting of NOC activities
• Define coaching needs for maintaining the good level of service
• Contribute to CAB (Change Advisory Board)
• Reports to SDM on operations
  • Responsible for reaching SLA commitments
  • Back up of SDM

ITIL Processes:

• Event Management – intermediate
• Incident Management – intermediate
• Service Request Management – intermediate
• Change Management – intermediate
• Service Level Management – beginner
• Problem Management – intermediate
• Security Management - intermediate
• Service Asset & Configuration Management – beginner

Required Skills & Experience:

• IaaS – beginner
• DMZ, SSI, PAS – intermediate
• OS: Microsoft Windows Active Directory - intermediate

Behavioral skills:

• Leadership – senior
• Customer Relationship – intermediate
• Negotiation – beginner
• Reporting – intermediate
• Redaction – beginner
• Military environment – beginner  

Key Deliverables:

• Ticket tracking dashboard (incidents and service requests)
• Workload plan of his team
• Report on change operations
• Coaching plan for continuous improvement

Tools:

• ITM

Certification:

• ITIL V4 foundation

Mobility:

• Flexibility to travel between France and Belgium
• No work from home available
• On-boarding period: 3 months

Your career at Thales:

Future opportunities will allow you to discover other domains or sites. You will be able to evolve and grow your competences in different areas:

• Room and attention to personal development.

• Build your talents in another domain of Thales Group, discovering new products, new customers, new country or go to a more complex Solution.

• Choose between a technical expertise or a leadership path.

• Build an international career within a leading Engineering Group.

• Work for different Thales domains & entities.

Your immediate benefits:

• 24 holiday days a year

• Benefit Online

• A good work-life balance which includes flexible working hours

• A comprehensive compensation and benefit package including medical coverage & life insurance

• GoFluent & Coursera Subscription

• Engineering, Technology & Management Academies

#LI-ONSITE

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.