Support and Deployment Engineer

Location: Shanghai, China

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 aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

The Group introduced its aerospace business to China in 1964, and is recognized as a trusted partner for long-term cooperation with the Chinese aviation industry. In cybersecurity and digital identity, Thales has also successfully applied its advanced technologies to mobile communications, fintech, automotive connectivity and software monetization, etc. Thales employs more than 800 people with offices located in 7 cities across China. With R&D centers and innovation hubs established in Beijing, Dalian and Hong Kong, Thales is committed to developing innovative solutions for its customers.

Missions and responsibilities:

PE Service Delivery and Techinical Support:

-    Provide escalation support to regional and global production team, covering tools configuration, troubleshooting and continuous improvements of data processing and Industrial pre-personalization process
-    Independently resolve ticket issues related to PE systems and applications, ensuring compliance with SLA targts for volume and resolution time and proactively follow up and handle unresolved issues
-    Perform incident and problem management, respond promptly to system failures, analyze the root cause of the problems, implement effective solutions
-    Configure and deploy solutions to support industrialization during deployment phases, provide on-site monitoring support and take responsibility for deploying Product engineering tools and applications
-    Collaborate with the Production Engineering Corporate team to ensure complex technical issues are effectively communicated and addressed. 
-    Drive the implementation and provide technical support for tool used in pre-personalized cards and modules
-    Coordinate and facilitate the migration of local tools to ensure smooth transition and minimal disruption
-    Collect and validate the issues and bugs, and follow up on their resolution with product owners and development teams
-    Identify, assess and propose solutions to improve productivity and minimize risk. Manage escalation process for issuess and drive continuous improvement of support processes in line with ITSM tools and best practices
-    Act as the production tools champion for telecom process efficiency, data processing automation and crypto KMS
-    Train key users on Data processing process and prodution tools
-    Act as the interface for the product owner to organize deployment planning, serve as the liaison for user representatives in manufacturing activities
-    Improve and maintain team knowledge base to streamline troubleshooting process 
-    Define and monitor metrics of the support activity, provide regular report on performance
-    Manage external subcontractor during deployment phases
-    Communicate with Indus , Production , Maintenance , IT teams to facilitate the identification and resolution of process or tool issues.

PE Industrialization Project Management:

Contribute to industrialization & deployment of set of tools for manufacturing sites

-    Define the roadmap for the industrialization and deployment projects 
-    Ensure clear communication of the project delivery progress. 
-    Verify the completion of industrialization and deployment projects to agreed specifications within time and budget constraints. 
-    Coordinate with other sites to facilitate the efficient transfer of technology and organizational knowledge. 
-    Follow project management process (DDQS) 
-    Contribute of industrialization process improvements 
-    Contribute continuous improvement of Tools/processes with a lean approach 
-    Contribute to strategy and priority management with Product Owners 
-    Execute industrialization processes to ensure successful deployment: 
-    Test New features 
-    Configure test environment per site 
-    Main report/ specificity with last version delivery 
-    Inform / communicate major changes 
-    Define and implement the support process
-    Contribute to define and Test monitoring of each version delivery 
-    Contribute to the improvement of delivery process  
-    Coach Champion with the local implementation 
 

Required Education/Certificate:

Bacheler degree and above in Engineering, Computer Science or related field

Working Experience:

At least 3 years strong experiences in industry software and/or IT system support activity, solid knowledge on ITSM, ITIL approach

Technical Skills:

• Operating Systems: Strong knowledge of Windows OS Windows Server administration
• Scripting & Programming: PowerShell, Python for automation and troubleshooting
• Networking: TCP/IP, HTTP/HTTPS, DNS, API testing (Postman)
• Databases: SQL proficiency, experience with Oracle/MySQL
• Monitoring & Logging: Datadog
• Troubleshooting: Strong debugging, log analysis, and root cause analysis skills
• Configuration & Release Management: Environment setup, deployment processes, rollback strategies
• Cloud Platforms: Familiarity with AWS, Azure, or GCP
• Security Basics: SSL/TLS, authentication mechanisms (OAuth, JWT)
• Knowledge on hardware security module and tester/reader is a plus.

Personnel Skills:

-    Team player, Ability to work in a team environment and/or as an individual contributor, as required

-    Customer service oriented,strong problem-solving, communication, and stakeholder management skills

Language:

-    Chinese native speaker

-    Fluent in English, Verbal and written communicator

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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.