We are looking for a technically skilled and communicative 2nd Line Support & Incident Manager to ensure the reliability, availability, and performance of a Telematics Service Platform (TSP). The role focuses on end-to-end vehicle connectivity, advanced log analysis, incident management, root cause analysis, and proactive monitoring. You will act as a technical bridge between the platform, customers, and development teams to resolve complex issues and continuously improve service quality.

Key Responsibilities

• Advanced Log Analysis and Troubleshooting: Investigate complex logs and trace end-to-end telematics service flows to identify failures across vehicle ECUs, mobile networks, and cloud backends.

• AI-Assisted Incident Analysis and Automation: Use AI-powered tools and automation to accelerate incident investigation, detect anomalies, correlate signals, and improve incident triage.

• Monitoring and Observability: Maintain and improve monitoring, dashboards, metrics, and alerting strategies to identify service degradation early and reduce false alerts.

• Incident Management and Root Cause Analysis: Lead the incident lifecycle, from initial detection and investigation to resolution, RCA documentation, and implementation of preventive measures.

• Customer and Stakeholder Communication: Serve as a primary technical contact for customer issues and communicate technical findings clearly to technical and non-technical stakeholders.

• Connectivity Management: Collaborate with Mobile Network Operators (MNOs) to troubleshoot connectivity issues involving APN configuration, SIM provisioning, and roaming.

• Documentation and Knowledge Sharing: Maintain technical incident records and develop Knowledge Base Articles (KBAs), standard operating procedures (SOPs), and troubleshooting guides.

Required Skills and Qualifications

• Experience in 2nd Line Support, Product Owner, or Architect roles involving telematics or connected-car platforms.

• Strong expertise in log analysis and querying tools such as ELK, Loki, GCP Cloud Logging, or Splunk.

• Proficiency in SQL and Redis.

• Hands-on experience with AWS or GCP cloud environments and their monitoring tools.

• Interest or practical experience in applying AI and automation to incident management, anomaly detection, log summarization, alert correlation, or RCA support.

• Understanding of mobile network connectivity, cellular networks, SIM lifecycle management, and related connectivity issues.

• Excellent written and verbal English communication skills.

• Mandarin proficiency is an advantage when collaborating with global development teams.

Personal Attributes

• Strong analytical and problem-solving abilities, with a methodical approach to complex technical investigations.

• Proven ability to perform root cause analysis and implement long-term corrective actions.

• Excellent communication and stakeholder management skills.

• Proactive approach to monitoring, automation, knowledge sharing, and continuous improvement.

• Ability to work collaboratively with customers, developers, cloud engineers, and network operators.

Mode - Remote