Senior Software Engineer-Fico Platform

Ford Credit is experiencingsignificant business transformation in an ever-changing digital world. To create this all-new automotive financing experience within our Ford Credit Tech team we aregathering a team of world-class strategists innovators creators and technology leaders who will help tounlock the power of technology and transform our relationship with customers.

The Ford Credit Tech team in India is seeking an engineer who thrives in a dynamic continuously evolving environment applying proactive monitoring effective communication and comprehensive incident and problem management. Your approach will be deeply rooted inobservability principles leveraging analysis of logs network traces and performance metrics to maintain system health. Your diligence in this high-impact position is crucial for upholding business continuity and ensuring regulatory compliance utilizing a specific set of modern monitoring and analysis tools

Incident Management & Communication:

• Proactively monitor communication and system health channels for new incidents alerts and collaborate on global shift handovers.

• Validate and triage incoming incidents in via an ITSM ticketing system (ServiceNow) assessing impact urgency and priority based on the define enterprise criteria.

• Evaluate assign and track incidents in ServiceNow ensuring proper escalation to relevant teams and personnel.

• Manage direct customer support tickets in ServiceNow guiding users on proper reporting.

• Perform a major incident coordination role to liaise with central teams providing accurate business-focused information for timely executive communication.

• Act as a primary communication channel during incidents providing clear concise and timely updates to all stakeholders including senior leadership.

• Contribute to the closure of Major Incidents by verifying service restoration and providing final summaries for central teams.

Problem Management:

• Proactively drive the problem management process to help teams identify underlying causes of incidents that warrant formal investigation.

• Create and populate Problem records in ServiceNow from related incidents detailing problem information gather through initial assessment.

• Document comprehensive workarounds and detailed permanent resolution information when discovered through initial investigation.

• Actively contribute to minimizing service disruption accelerating service restoration identifying root causes and eliminating recurring incidents.

Observability Proactive Monitoring & Technical Diagnosis:

• Apply observability principles (logs metrics traces) to understand system performance and diagnose issues.

• Perform log analysis and transaction tracing across FCE applications to support proactive incident mitigation and rapid resolution.

• UtilizeDynatracefor Application Performance Monitoring transaction tracing UI/Backend monitoring error detection and user session analysis.

• UtilizeSplunkfor machine-generated data analysis including specific dashboards.

• LeverageGCP Observability Tools(Logs Explorer Cloud Monitoring dashboards Cloudbuild for deployments GCP Observability Errors) for monitoring and diagnosis.

• Proactively monitor traffic failure rates and application health for critical services and the main application.

• Escalate unidentifiable root causes to IT teams with relevant context.

Reporting and Data Analysis:

Generate reports and data visualizations usingPower BIto analyse trends service status application performance and incident impact supporting continuous improvement and informed decision-making.

• Bachelors degree (or equivalent applied experience) in Computer Science Software Engineering or a related field.
• Senior Profile: 5 years experience as a Software Engineer or in a Production Support role.
• Deep and applied knowledge ofITIL principles especially Incident and Problem Management including severity classification and problem lifecycle.
• Deep understanding and practical experience withObservability principles(logs metrics traces).
• Expert proficiency in ServiceNowfor ITSM (incident problem major incident management triage assignment documentation).
• Expert proficiency in Dynatrace(transaction tracing UI/Backend monitoring session analysis).
• Expert proficiency in Google Cloud Platform (GCP) Observability Tools(Logs Explorer Cloud Monitoring Cloud Trace Cloud Profiler GCP Observability Errors).
• Skilled proficiency in Splunk(log analysis dashboards).
• Skilled proficiency in Power BIfor reporting and dashboard creation.
• Skilled proficiency in Jirafor project management and task tracking.
• Familiarity with database concepts (desirable).
• Familiarity with operating systems and scripting(e.g. Python Shell scripting) is desirable.
• Ability to understand and apply Service Level Agreements (SLAs) for supported applications.

Soft Skills:

• Excellent verbal and written communication skills for interacting with users and technical teams including ad-hoc incident chats and high-level stakeholder communications.

• Strong problem-solving and analytical skills for diagnosing complex issues and identifying root causes.

• Ability to work under pressure and manage multiple priorities in a fast-paced environment.

• Proactive detail-oriented and customer-service-driven mindset.

• Ability to work effectively in a multicultural team environment including global collaboration and shift handovers.

• Adaptability and willingness to contribute to continuous process improvement in a changing environment.

• Rigorous commitment to regulatory compliance and data privacy as well as proper handling of sensitive information.

Additional Qualifications:

• Experience withEverbridgeis desirable

Work Schedule:This role requires working a fixed schedule from9 AM to 5 PM UK