We are seeking an experienced Incident Management Support Engineer with a strong background in automotive technology, connected vehicle platforms, and telematics operations. The ideal candidate will have proven experience managing critical production incidents in a 24/7 support environment and coordinating cross-functional teams to restore services within defined SLAs.
Key Responsibilities:
· Lead the investigation and resolution of critical P1/P2 incidents in production environments.
· Coordinate incident bridges and collaborate with application, infrastructure, and engineering teams.
· Monitor connected vehicle platforms and telematics services to identify service disruptions.
· Perform root cause analysis (RCA) and coordinate preventive and corrective actions.
· Monitor system health using Datadog, Dynatrace, Grafana, and MaxGauge.
· Maintain incident records, escalation updates, and service reports using Jira and ServiceNow.
· Ensure compliance with ITIL processes, incident response procedures, and SLA requirements.
· Communicate incident status, business impact, and resolution progress to stakeholders.
Required Skills:
· 5+ years of experience in IT Operations, Production Support, or IT Service Management.
· At least 4 years of experience leading incident management in a 24/7 environment.
· Mandatory experience in the automotive domain, particularly Connected Cars and Telematics.
· Knowledge of TCU, OTA updates, and Remote Vehicle Services.
· Hands-on experience with Datadog, Dynatrace, Grafana, and MaxGauge.
· Strong understanding of ITIL, RCA, SLA management, Jira, and ServiceNow.
· Excellent incident leadership, troubleshooting, communication, and stakeholder management skills.
Additional Requirements:
· Must be available to work onsite in Costa Mesa, CA, five days per week from the start date.
· Candidates must have valid U.S. work authorization.
· Candidates with relevant automotive Connected Car and Telematics experience will be prioritized.
