Customer Reliability Engineering Team Lead - Emory, United States - THALES DIS (SINGAPORE) PTE. LTD.
3 weeks ago
Description
Main mission:
The CRE Team Lead is responsible for the team of Customer Reliability Engineers (CRE), their activity and its continuous improvement.
The CRE Team Lead ensures that the Customer Reliability Engineers (CRE) are well skilled, organized and equipped to accomplish their mission.
The CRE Team Lead helps the CRE (Customer Reliability Engineer) to move from a service support & operations approach to a proactive, planned and analytical approach.
The CRE Team Lead implements, follows and reports on the activity KPIs.Activities/Responsibilities:
Ensure all CRE (Customer Reliability Engineer) activities are performed with quality and in accordance with KPI targets.
Manage CRE onboarding, providing them the necessary accesses and trainings.
Coordinate with local HR whenever it is necessary.
Maintain high CRE technical skills on solution/services, define Subject Matter Expert (SME) of selected solution/service.
Assign and maintain Customer Champion for selected accounts.
Ensure Incidents/Service requests are manage within SLA, tracking SLA and taking actions in case of deviation.
Create and maintain dashboard in SNOW to follow CRE team KPI.
Define, monitor and report monthly KPIs.
Provide change's impact assessment to CAB (contributor role).
Organize review of repeated incidents or known error with PO/SRE.
Raise product/service improvement requests to PO/SRE.
Facilitate collaboration with other teams for Incident/Service requests management.
Manage 1st level of escalation (1:CRE TL > 2:CRSM > 3:CRE Mgr).
Ensure necessary technical details are transferred from Project to CRE team by defining specific checklist for the transition between BUILD and RUN.
Approve CRE timecards.
Manage 24/7 CRE on-call duty.
Objectives/KPI:
Restoration Time SLA MTTR (Mean Time to Restore) Service SLI/SLO/Error Budget (KPI shared by everyone) L2 resolved percentage (non bug) Backlog number (
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