· 8–12+ years in Operations/Service Management with 4+ years leading Incident Management in large-scale, 24/7 environments.
· Demonstrated experience running bridges for P1/P0 incidents; proven incident commander skills and decision-making under pressure.
· Strong background in Telematics/Connected Car domain and vehicle remote services concepts.
· 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 Level Management).
· Should have good hands on experience in using tools like JIRA, Confluence, Jenkins, XMatters.
· Excellent communication (written/verbal), executive presence, and stakeholder management across onsite–offshore teams.
· Ability to analyze telemetry and time-series data to drive root cause hypotheses and corrective actions.
· Experience defining SLAs/SLOs and building KPI dashboards (MTTD/MTTA/MTTR, incident volume, recurrence, comms SLA, customer impact).
