Job Title :Support Engineer and Incident Management 
Location: Costa Mesa, CA (Onsite)
Schedule: 24/7 Operations / Shift-Based Support
Duration: 12+ Months

Role Summary:

• We are seeking an Incident Management (IM) Support Engineer to support 24/7 operations for connected vehicle and telematics systems.
• This role focuses on monitoring system health, identifying anomalies, managing production incidents, coordinating incident response, and ensuring timely resolution within established SLAs.
• The engineer will be responsible for end-to-end incident handling, including anomaly detection, incident triage, bridge initiation, stakeholder communication, incident coordination, resolution tracking, and post-incident activities.

Key Responsibilities:

• Monitor the health and availability of production systems supporting connected vehicle and telematics environments.

• Monitor application, infrastructure, API, database, and service health using tools such as:

  • Datadog

  • Grafana

  • Dynatrace

  • MaxGauge

  • Elastic/log monitoring tools

• Identify abnormal system behavior, performance degradation, errors, latency, service failures, and potential outages.

• Analyze dashboards, alerts, metrics, logs, and application behavior to determine incident scope and impact.

• Perform proactive monitoring to identify issues before they impact customers.

• Validate alerts and distinguish genuine production incidents from false positives or monitoring noise.

• Handle incidents across different priority levels, including P1, P2, P3, and P4.

• Initiate and manage incident bridges/war rooms for high-priority incidents.

• Coordinate application, infrastructure, network, cloud, vendor, and other technical teams during incidents.

• Act as an Incident Commander during major incidents and drive the incident toward resolution.

• Maintain accurate incident timelines, action items, decisions, and communication records.

• Ensure timely stakeholder communications throughout the incident lifecycle.

• Track and maintain incident management SLAs, including MTTD, MTTA, and MTTR.

• Facilitate post-incident reviews and Root Cause Analysis (RCA).

• Document contributing causes and corrective/preventive actions.

• Maintain incident management dashboards, KPIs, and operational reports.

• Identify recurring issues and work with engineering/product teams on reliability improvements.

• Maintain and improve incident management procedures, playbooks, runbooks, and operational processes.

• Participate in incident simulations, readiness exercises, and operational reviews.

Domain Expertise – Telematics & Connected Vehicles:

Candidates should have strong experience in the Telematics / Connected Vehicle domain, including:

• Telematics Control Unit (TCU)

• eSIM and OTA provisioning

• Backend telematics platforms

• Data flows between vehicles, cloud platforms, and mobile applications

• IoT systems and messaging technologies

• Messaging queues

• Bulk provisioning

• Notification systems

• API gateways

• Load balancers

• Mobile and web applications

• Remote vehicle services such as:

  • Remote lock/unlock

  • Remote start/stop

  • Charging control

  • Climate pre-conditioning

• Geo-services and connected vehicle features

• Identity and authentication services

• Device management

• CAN bus signals

• Firmware and OTA update processes

• Regional/compliance considerations

Experience coordinating incidents across multiple technical teams, vendors, cloud providers, and support organizations is highly valuable.

Required Qualifications:

• 5+ years of experience in Operations or Service Management.

• 4+ years of Incident Management experience in large-scale, 24/7 production environments.

• Demonstrated experience managing P1/P2 incidents and leading incident bridges.

• Strong Incident Commander experience with the ability to make decisions under pressure.

• Strong background in Telematics / Connected Vehicle systems.

• Experience with vehicle remote services and connected vehicle technologies.

• Hands-on experience with monitoring and observability tools such as:

  • Datadog

  • Dynatrace

  • Grafana

  • MaxGauge

• Strong understanding of the complete Incident Management lifecycle:
  Detection → Triage → Severity Assignment → Bridge Initiation → Stakeholder Communication → Resolution → RCA

• Working knowledge of ITIL Incident, Problem, Change, and Service Level Management processes.

• Experience with tools such as:

  • Jira

  • Confluence

  • Jenkins

  • xMatters

  • ServiceNow or similar ticketing platforms

• Strong written and verbal communication skills.

• Strong stakeholder management and coordination skills.

• Ability to analyze telemetry, logs, metrics, and time-series data to develop root-cause hypotheses.

• Experience working with SLAs/SLOs and operational KPIs such as MTTD, MTTA, MTTR, incident volume, recurrence, and customer impact.

Tools & Technologies:

Monitoring & Observability

• Datadog

• Dynatrace

• Grafana

• MaxGauge

• Elastic / log monitoring

Incident & Collaboration

• Jira

• ServiceNow

• Confluence

• Teams / Zoom

• xMatters

Data & Monitoring

• Time-series analysis

• Log aggregation

• Distributed tracing

• Metrics

• Alerting

• Noise reduction

Education & Experience:

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field is preferred.

• Equivalent practical experience may be considered.