Vacant job

We are looking for a technically sharp and communicative 2nd Line Support & Incident Manager to safeguard our Telematics Service Platform (TSP). Unlike a general IT support role, this position requires a deep dive into the end-to-end vehicle connectivity service. You will be responsible for querying complex logs, analyzing monitoring alerts, leading Root Cause Analysis (RCA), and acting as the technical bridge between our platform and the customer.

Key Responsibilities

• Advanced Log Analysis & Troubleshooting: Perform deep-dive log queries to trace end-to-end telematics flows. You will identify exactly where a service fails—whether it is the Vehicle (ECU), the Mobile Network (MNO), or the Cloud Backend.

• AI-Assisted Incident Analysis & Automation: Leverage AI-powered tools to accelerate incident investigation, log analysis, and pattern detection across large-scale datasets. Actively explore opportunities to use AI for anomaly detection, signal correlation, and incident triage, reducing mean time to detect (MTTD) and mean time to resolve (MTTR).

• Proactive Monitoring, Observability & Alert Ownership: Design, maintain, and continuously improve monitoring and alerting strategies across systems and services. Actively analyze signals from metrics, logs, and alerts to distinguish actionable incidents from noise. Proactively identify monitoring gaps and create or refine dashboards, metrics, and alert rules to detect service degradations early, ensuring issues are mitigated before impacting customers or SLA commitments.

• Incident Leadership & RCA: Take charge when major problems happen. You will own the entire incident life cycle—from the initial alert to finding the "why," writing clear Root Cause Analysis (RCA) reports, and proposing long-term fixes to prevent recurrence.

• Customer & Stakeholder Interfacing: Act as the primary technical contact for customer issues. Translate complex technical findings into clear, actionable updates for both technical and non-technical stakeholders.

• Connectivity Management: Collaborate with MNO partners to resolve connectivity-specific issues (APN, SIM provisioning, roaming) that impact TSP service availability.

• Documentation & Knowledge Sharing: Maintain comprehensive records of all technical issues. Create and update KBAs (Knowledge Base Articles) and SOPs to empower 1st line support and speed up future resolutions.

Requirements & Technical Proficiency

• TSP Expertise: Previous experience in a 2nd line support role, or Product Owner / Architect role specifically for Telematics or Connected Car platforms.

• Log & Data Proficiency: Expert-level ability to query and interpret logs using tools such as ELK, Loki, GCP Cloud Logging, or Splunk. Proficiency in SQL and Redis is required.

• Cloud Platforms: Hands-on experience with AWS or GCP environments and their respective monitoring suites.

• AI-Augmented Operations Mindset: Demonstrated interest or hands-on experience in applying AI or automation to operations, incident management—such as log summarization, anomaly detection, alert correlation, or RCA assistance.

Open to All
We focus on your competence, not your other prerequisites. We are open to adapting the role or workplace to your needs.