Incident Management Support Engineer

Job Summary

• 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.