Incident Management (IM) Support Engineer

Job Description: Incident Management (IM) SupportEngineer24/7 Operations – Connected Car & TelematicsRole SummaryWe are seeking Support Engineer role for a 24/7 Incident Management (IM) operations programsupporting a key player in the automotive industry's connected car space. This role will primarilyfocus on monitoring the system health using different data monitoring tools such as Datadog,Grafana, MaxGauge, Elastic, Dynatrace. Once an anomaly or unusual pattern is observed,escalate it to the respective teams, initiate an incident bridge, driving the bridge, taking incidenttimeline, facilitate the teams to bring an ongoing incident to closure and ensuring adherence tocontractual SLAs. The IM Support Engineer will orchestrate end-to-end incident handling—fromanomaly detection to bridge initiation, stakeholder communications, resolution, and post-incident governance—with a strong background in Telematics and Connected Vehicle systems(including Remote Services).Key Responsibilities• Monitor the health and availability of production systems supporting the Connected Car /Telematics ecosystem.• Proactively monitor application, infrastructure, API, database, and service health using toolssuch as:• Datadog• Grafana• MaxGauge• Application and system logs• Organization-specific monitoring and observability tools• Identify abnormal system behavior, performance degradation, errors, latency, servicefailures, and potential outages.• Analyze dashboards, alerts, metrics, logs, and application behavior to identify the initialscope and impact of incidents.• Perform proactive monitoring to identify issues before they impact customers.• Validate alerts and distinguish between genuine production incidents and falsepositives/noise.• Adhere to the IM SLAs (MTTD, MTTA, MTTR, communication SLAs); ensure measurement,reporting, and continuous improvement.• Should be proficient in handling the incidents ranging from high priority ones (P1, P2) to thelow priority incidents (P3, P4).
• Initiate and run incident bridges/war rooms; coordinate cross-functional responders(application, infrastructure, network, OEM partners, and third parties).• Oversee proactive detection through data monitoring tools (Datadog, Dynatrace, Grafana,MaxGauge) and ensure alert quality, runbooks, and signal-to-noise optimization.• Establish and enforce SOPs for incident declaration, severity classification, response rolesand decision logs.• Drive disciplined stakeholder communications: timely updates to product, operations,OEM/customer contacts, leadership, and impacted regions; maintain comms cadence andchannels.• Ensure post-incident governance: facilitate RCA, document contributing causes, correctiveand preventive actions (CAPA), and circulate the RCA across teams for sign-off.• Define and maintain IM dashboards, KPIs, and executive reports; present weekly/monthlyservice reviews with trend analysis and action plans.• Collaborate with Product/Engineering to influence reliability roadmaps (resiliency patterns,observability, capacity, release safeguards).• Ensure compliance with information security, data privacy, and OEM contractual obligationsduring incident handling and communications.• Continuously refine IM playbooks, runbooks, and training; conduct simulations/game daysand readiness audits across onsite–offshore teams.Domain Expertise: Telematics & Connected Car• Hands-on knowledge of Telematics Control Unit (TCU), eSIM/OTA provisioning, backendtelematics platforms, and data flows between vehicle, cloud, and mobile apps.• Understanding on Internet of Things including but not limited to Messaging Queues, bulkprovisioning, notification systems, API Gateways, Load Balancers, Mobile applications & webapplications.• Familiarity with Remote Services (e.g., remote lock/unlock, start/stop, charge control,climate pre-conditioning), geo-services, and safety/assist features.• Understanding of service dependencies: identity/auth, messaging, device management, CANbus signals, firmware/OTA update orchestration, and regional compliance.• Experience coordinating incidents across OEM partners, Tier-1 suppliers, cloud providers,and customer support operations.Required Qualifications• 5+ years in Operations/Service Management with 4+ years leading Incident Management inlarge-scale, 24/7 environments.• Demonstrated experience running bridges for P1/P0 incidents; proven incident commanderskills and decision-making under pressure.• Strong background in Telematics/Connected Car domain and vehicle remote servicesconcepts.
• Proficiency with observability and monitoring tools: Dynatrace, Datadog, Grafana,MaxGauge (dashboards, alerting, traces, logs).• Expertise in IM processes: detection → triage → severity assignment → bridge initiation →stakeholder updates → resolution → post-incident RCA.• Working knowledge of ITIL practices (Incident, Problem, Change, Service LevelManagement).• Should have good hands on experience in using tools like JIRA, Confluence, Jenkins,XMatters.• Excellent communication (written/verbal), executive presence, and stakeholdermanagement across onsite–offshore teams.• Ability to analyze telemetry and time-series data to drive root cause hypotheses andcorrective actions.• Experience defining SLAs/SLOs and building KPI dashboards (MTTD/MTTA/MTTR, incidentvolume, recurrence, comms SLA, customer impact).Tools & Technologies• Datadog, Dynatrace , Grafana, MaxGauge (APM, logs, metrics, dashboards).• Incident & Comms: ticketing (Jira/ServiceNow), chat/bridge tools (Teams/Zoom), statuspages.• Data: time-series analysis, log aggregation, tracing, alerting policies and noise reduction.Education & Experience• Bachelor’s degree in engineering, Computer Science, or related field (or equivalent practicalexperience).Location & Travel• Location: Costa Mesa, Orange County, California.• Work Model: Onsite presence from office is required 5 days a week.