Overview

Responsible for driving the successful adoption and operational support of telematics APIs by defining business requirements, leading feature launches, managing customer and dealer engagement, and providing technical consultation.

Responsibilities

• Define and document business features and requirements for new telematics API capabilities and enhancements.
• Develop business cases and requirements to address recurring API issues and improve overall API reliability and customer experience.
• Lead and coordinate Field Follow Programs for new API endpoints, features, and functionality launches, ensuring successful adoption and feedback collection.
• Drive continuous process improvement initiatives for support operations, enhancing efficiency, service quality, and stakeholder satisfaction.
• Manage customer and dealer communications related to API adoption activities, feature releases, updates, and support initiatives.
• Analyze technical issues, identify root causes, and collaborate with cross‑functional teams to develop effective solutions.
• Provide consulting and guidance on API utilization to support business requirements, integration strategies, and customer use cases.
• Oversee day‑to‑day API Adoption team support operations, ensuring timely resolution of inquiries and issues.
• Manage ticket assignments, monitor service levels, and ensure SLA compliance within ServiceNow.
• Lead project management activities and coordinate business approvals for Dealer and Customer Snowflake data‑sharing initiatives.
• Develop and manage the overall business sign‑off framework and governance process for Vision Link Snowflake data‑sharing programs.
• Act as Tier 2 (T2) Support lead for API service disruptions and outages, managing escalations, stakeholder communications, and resolution coordination.
• Responsible for driving operational excellence, streamlining support processes, and mentoring the Tier‑2 team to ensure high service levels and continuous improvement.
• Maintain ownership of Tier‑2 and SRE scope of work and ensure alignment with ITSM standards.
• Work closely with product owners, development teams, and subject matter experts to ensure seamless support handoffs and knowledge retention.
• Participate in sprint planning with the development team to stay informed of upcoming features and proactively prepare support strategies.
• Monitor and troubleshoot production systems to identify and resolve performance, scalability, and reliability issues proactively.
• Collaborate with developers to identify and fix bugs and performance bottlenecks in the application code.
• Continuously evaluate systems and processes to identify areas for improvement and implement changes as needed.
• Collaborate with cross‑functional teams to define and document operational processes, best practices, and procedures.
• Meet SLO, SLA, SLI’s defined in the Operations model.
• Set task prioritization and troubleshoot to closure of incidents.
• Improve Service observability and proactively test the flexibility and resilience of the system.
• Effectively manage the team by providing technical guidance and offering the right direction whenever needed.

Qualifications

• 7 to 8 years prior experience in DevOps/Operations Support, SRE, and/or application development teams.
• Hands‑on experience using large‑scale software development, preferably in Java, Python, or scripting languages.
• Knowledge of CI/CD solutions on any platform with prior experience.
• Expert knowledge of infrastructure components, such as routers, load balancers, cloud products, container systems, compute, storage, and networks.
• Deep experience with key AWS services: EC2, S3, VPC, Route 53, RDS, CloudFormation, DynamoDB, Lambda, logging/CloudWatch, IAM, Certificate Manager, ELB, EBS, ECS, CloudFront/WAF, SQS, SNS, SES.
• Expertise in tools like Prometheus, Grafana, AppDynamics, CloudWatch, and Thousand Eyes for system health monitoring and alerting.
• Hands‑on experience with Docker and at least one Docker Container orchestration system like ECS or Kubernetes.
• Expertise with configuration management tools like Ansible, Puppet, Chef, PowerShell, or Terraform.
• Skills in diagnosing and resolving production issues, conducting root cause analysis, and writing postmortems.
• Experience in ITSM tools like ServiceNow and incident response protocols.
• ITIL Foundation V3 certification is an added advantage, along with knowledge and process in ITSM, ITIL.
• Precision in monitoring, alerting, and writing reliable code and continuous improvement.
• An SRE mindset geared toward reducing toil, automating repetitive tasks, and improving system reliability.
• Knowledge of Azure Cloud is an added advantage.
• Expertise in the ELK Monitoring Tool for open‑source IT monitoring, network monitoring, server, and applications monitoring.
• Understanding of Restful API, Apigee, or any other API Gateway is a plus.
• Expertise with Git, Bitbucket, Jira, Jenkins, Sonar, Splunk, Maven, AIM, and/or Continuous Delivery tools.
• Strong interpersonal skills to work across engineering, product, and operations teams.
• Ability to think critically under pressure and resolve complex issues calmly.