Description of the assignment

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 nontechnical

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.

Qualifications and skills required for the role

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.

• Connectivity Knowledge: A solid understanding of MNO connectivity (cellular networks, SIM

life cycle) is highly preferred.

• Communication: Exceptional verbal and written English. The ability to explain technical

failures to customers and management is critical.

• Language Plus: Proficiency in Mandarin is a significant advantage for collaborating with global

development teams.

Personal attributes

• Analytical Mindset: A methodical approach to troubleshooting "needle-in-a-haystack"

problems and a proven track record in Root Cause Analysis.

• Communication: Exceptional verbal and written English. The ability to explain technical

failures to customers and management is critical.

• Language Plus: Proficiency in Mandarin is a significant advantage for collaborating with global

development teams.

Other

The assignment includes travel:

☒ Yes ☐ No

Other

The assignment includes on call:

☒ Yes ☐ No

Expected approximately 1 week/month