Technical Operations & Service Reliability Engineer

Role Description:

We are looking for a highly analytical and customer-focused Technical Operations & Service Reliability Engineer to join our Global Level 4 Smart Mobility Operations Team.

In this role you will support digital mobility and connected vehicle services by investigating complex customer-reported issues performing backend analysis coordinating technical teams and driving incidents and problems toward resolution.

This is not a traditional monitoring service desk or ticket-processing role. The focus is on understanding complex technical issues identifying root causes coordinating stakeholders and improving service reliability.

As part of a shared Global L4 team you will also need the flexibility to adapt your skills to different products services and projects. The goal is not to become an expert in only one system but to build transferable L4 capabilities that can be applied across various customer and product environments.

Key Responsibilities:

Technical Investigation & Incident Management

       Lead technical investigations for customer-impacting incidents and service degradations.

       Analyze logs backend behavior monitoring data service flows and operational information.

       Identify possible root causes and support sustainable resolution of complex issues.

       Coordinate engineering product infrastructure vendor and support teams during incident resolution.

       Drive Incident Problem Event and Escalation Management activities according to defined processes.

       Perform impact assessments across customers markets services and backend components.

Customer & Stakeholder Management

       Act as a trusted operational partner for customers product teams and technical stakeholders.

       Maintain continuous communication regarding investigation status risks and service impact.

       Build strong relationships with product and engineering teams to improve collaboration and service quality.

       Proactively identify risks gaps and improvement opportunities before they become customer escalations.

       Organize alignment meetings technical discussions and workshops to drive issue resolution.

Service Reliability & Continuous Improvement

       Identify recurring issues patterns and service weaknesses.

       Support Root Cause Analysis and define preventive actions.

       Improve service stability through structured analysis and operational lessons learned.

       Support automation dashboarding and AI-driven improvement opportunities.

       Contribute to operational excellence across different products and projects.

Documentation & Knowledge Management

       Maintain high-quality documentation in Jira and Confluence.

       Document investigation results workarounds root causes and lessons learned.

       Create and update analysis guides operational procedures and knowledge articles.

       Ensure knowledge transfer across global teams and shared service structures.

Required Experience

       Experience in Technical Operations Production Support Application Support Service Reliability Engineering L3/L4 Support or Incident Management.

       Strong analytical and troubleshooting skills.

       Experience leading technical investigations involving multiple teams.

       Experience working directly with customers business stakeholders or product teams.

       Good understanding of ITIL-based processes especially Incident Problem Event and Escalation Management.

       Ability to communicate clearly with both technical and non-technical stakeholders.

Preferred Technical Skills

Experience with several of the following tools or technologies:

       Jira and Confluence

       Splunk

       Kibana

       New Relic

       Grafana

       Power BI

       Tableau

Qualifications :

Educational qualification:

•  

  BE BTech BCA BSc (IT) MCA MBA (IT) and MSc(IT)

Experience:

• 5 - 7 Years Work experience

Remote Work :

No

Employment Type :

Full-time