.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 billons 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 30,000 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.**MAIN RESPONSIBILITIES**- Verify transversal services performance and customer usage in production including Product and transversal Tools to proactive improve as well as through feedback from Local DIS in the sub-regions (Argentina, Brazil, Colombia, Mexico, Dubai, etc.)- Deploy product changes in production, new releases, patches, etc.- Assist to DIS Sub-regions Operations/Production teams Knowledge ramp-up of the Mobile Marketing Products and HUB transversal tools to achieve autonomy and act as L2 for Incident Management- Act as L2+ to Operations/Production DIS Sub-regions during STIM L2 escalation respecting pre-defined SLAs- Act as L2+ to Operations/Production DIS Sub-regions providing necessary information to build RCA- Assist DIS Project team inquires during Project Integration phase to reduce impact on unnecessary escalation to Dev part (R&D)- Improve internal tools, documentation, scripting and automation- Contribute to the knowledge sharing of product specificity, tools to the team members- Assist Product Owner/Manager to fine grain operations requirement while new feature request- Assist Operations/Production DIS Sub-regions during NFI (New Feature Introduction), to contribute on user history, participate on informal review together with the request and assist during the feature acceptance- Thales provides to its customers high value secure services through business critical solutions. This role is a key to our company's strategy and involves second line customer contact trough technical support and incident, problem and change management on hosted and managed solutions.- Being part of an international team that spans the globe delivering 24x7 support, this role incorporates:-. Continuously service reliability and performances improvement-. Design and change implementation into the systems with high quality requirements-. Disaster recovery solution management to guaranty business continuity-. Service industrialization improvement by maintaining and enhancing internal tools.- To be able to perform these tasks efficiently you will be continuously trained to meet the different service levels our customer's demand of Gemalto.- With the continuous onboarding of new customers and solutions, this role will incorporate working with the delivery team to guaranty the handover into the operations team ensuring that the contractual SLA can be met