Incident Management Support Engineer – Automotive

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.