Incident Support Engineer

Incident Support Engineer with an automotive background. This is an onsite position based in Irvine, CA, requiring candidates to work from the office five days a week. Contracting role.

The interview process will consist of One or Two client interview round and One End-client interview round. Given the nature of the role, candidates must have experience in Connected Car and Telematics technologies. 

·        5+ 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).

Thanks

Ali Ahmed