Senior L2 NOC Engineer

Location: Austin, United States of America 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 billions 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. This is a hybrid role in Austin, Texas. Position Summary The Senior L2 NOC Engineer provides advanced technical and operational support for mission-critical customer environments monitored by the North American Operations Center (NOC). This role independently leads the investigation and resolution of complex production incidents, assesses business and customer impact, coordinates cross-functional technical response, and drives service restoration to maintain availability, security, and operational performance. Working within established service level agreements (SLAs), operational procedures, security requirements, and change-control standards, the Senior L2 NOC Engineer applies broad technical knowledge and sound judgment to diagnose issues across applications, infrastructure, networks, databases, cloud platforms, and integrated systems. The position serves as a senior technical resource during major incidents, planned maintenance, on-call rotations, and operational handoffs, providing clear direction and escalation guidance to NOC team members and partner organizations. In addition to incident response, the Senior L2 NOC Engineer analyzes operational trends, leads root cause and problem-management activities, improves monitoring and support processes, develops automation and technical documentation, and mentors less-experienced engineers. The role works closely with engineering, infrastructure, cybersecurity, vendors, service delivery teams, and customer stakeholders to strengthen the stability and resilience of critical Civil Identity and Biometrics Solutions environments. Regulatory Compliance Requirement Must have U.S. Citizenship 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 Treasury.  Key Areas of Responsibility • Independently manage complex or high-impact production incidents from initial triage through service restoration, validation, stakeholder communication, and operational closure. • Serve as the senior technical point of contact during assigned NOC shifts, on-call rotations, planned maintenance windows, major incident response, and operational handoffs. • Lead or coordinate technical activities during major incident bridge calls, establishing priorities, engaging the appropriate support teams, evaluating recovery options, and maintaining focus on timely service restoration. • Monitor and analyze production applications, infrastructure, networks, databases, cloud services, alerts, logs, and service dashboards to identify outages, performance degradation, security concerns, and emerging operational risks. • Perform advanced troubleshooting and service-impact analysis across multiple technologies and system dependencies, applying independent judgment within authorized access, security, and change-control boundaries. • Determine and execute appropriate corrective actions using established runbooks and technical knowledge; adapt troubleshooting approaches when documented procedures do not fully address the issue. • Coordinate escalations to engineering, infrastructure, application, database, cybersecurity, vendor, and service delivery teams, providing clear technical findings, business impact, actions taken, and recommended next steps. • Lead or contribute to root cause analyses, post-incident reviews, and problem-management activities; identify contributing factors, corrective actions, owners, and opportunities to prevent recurrence. • Analyze incident trends, system performance, recurring failures, and monitoring effectiveness to recommend improvements to system reliability, operational readiness, and service quality. • Design, develop, test, and maintain operational scripts, monitoring enhancements, dashboards, runbooks, knowledge articles, and other automation or process improvements that reduce manual effort and improve response effectiveness. • Review and validate operational readiness for system changes, releases, maintenance activities, and new services, identifying support gaps and recommending monitoring, documentation, escalation, and recovery requirements. • Produce and maintain accurate incident records, technical documentation, operational reports, shift handover notes, knowledge base articles, and metrics for leadership and customer-facing teams. • Communicate technical findings, incident status, service impact, risks, and recovery plans clearly to technical and nontechnical stakeholders, including leadership and customer-facing teams. • Provide technical guidance, peer review, and mentoring to L1 and L2 NOC personnel; reinforce troubleshooting discipline, escalation standards, documentation quality, and operational best practices. • Collaborate with NOC leadership and cross-functional teams to improve operational processes, service metrics, team capabilities, and compliance with contractual requirements. • Ensure adherence to customer requirements, SLAs, data-protection standards, access controls, security policies, audit requirements, and applicable regulatory obligations. • Perform other duties, including participating in On Call rotation as assigned in support of NOC operations and business objectives. 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