Incident Management Support Engineer

- Oversee and lead incident management processes in a large-scale, 24/7 operations environment.
- Act as incident commander for critical (P1/P0) incidents, running incident bridges and making key decisions under pressure.
- Manage end-to-end incident lifecycle: detection, triage, severity assignment, bridge initiation, stakeholder communication, resolution, and post-incident root cause analysis (RCA).
- Utilize observability and monitoring tools (Dynatrace, Datadog, Grafana, MaxGauge) for alerting, dashboards, traces, and log analysis.
- Leverage expertise in the Telematics/Connected Car domain and vehicle remote services.
- Apply ITIL practices in Incident, Problem, Change, and Service Level Management.
- Use tools such as JIRA, Confluence, Jenkins, and XMatters for incident tracking and collaboration.
- Communicate effectively with stakeholders, demonstrating executive presence and managing both onsite and offshore teams.
- Analyze telemetry and time-series data to identify root causes and drive corrective actions.
- Define SLAs/SLOs and develop KPI dashboards (MTTD, MTTA, MTTR, incident volume, recurrence, communication SLA, customer impact).
- Bachelor’s degree in Engineering, Computer Science, or related field (or equivalent practical experience) required.