10793 - System Administrator III

Hyundai Autoever America • Costa Mesa, CA

292d • $91,810 - $131,285

About The Position

The Customer Operations Support Engineer for CCS Customer Operations will assume a key operational role within the Connected Car System Operation program. This individual will have specific assigned responsibilities in support of the Production Support Program as well as administering the established Monitoring, Issue, Problem & Incident Management Program.

Requirements

• B.S. required, B.S.E.E. or C.S. preferred.
• 5-7 years of Operations or Production Monitoring experience, with a minimum of 5+ years in a similar role supporting and interfacing with management.
• Experience in supporting development and design environments with Java, J2EE/.NET, MySQL, Elasticsearch, Couchbase, Mongo and Redis technologies preferred.
• Experience working on complex technical projects in a multi-vendor project environment.
• Extensive knowledge administering and leading Incident, Problem, and Issue Management and Root Cause Analysis background required.
• Experience using software development life cycle (SDLC) to deliver solutions and experience with developing web applications deployed in multi-tiered environments.
• Understanding to hands on development experience with web applications deployed in complex multi-tiered environments including: Proficient in deploying applications on J2EE Web/Application servers like JBoss, WebLogic and Tomcat preferred.
• Hands on experience in databases like Oracle, SQL Server, MySQL.
• Capable of writing complex DB queries and performing SQL analysis and tuning preferred.
• Experience working with application & engineering teams to develop requirements that define monitoring and interpret alerting, notification, and escalation requirements for managing an end user experience, assist with fault isolation, and deliver proactive environment health management analysis and reporting in compliance with SLA's.
• A well-developed understanding of the theory and principles of operation of the internet and packet data protocols including TCP/IP and MQTT.
• Able to learn, or have pre-existing knowledge of, basic connected car architecture including systems integration, interface details, in-vehicle services/functions to understand the platform and environment for effective triage and troubleshooting capabilities.
• Expertise in wireless & wireline telematics architecture and data integration with telecommunication MNOs and IOT devices.
• Strong communication skills and ability to work effectively across multiple business and technical teams.
• Ability to work as a team and display excellent communication and interpersonal skills.
• Able to multi-task and maintain composure under incident situations.
• Strong knowledge of ITIL practices and incident management.
• Hands-on expertise in Rest APIs, databases, network protocols, and JVM.
• Previous experience managing technical teams.
• Excellent communication and leadership skills.

Responsibilities

• End-to-end connected car production support for new and existing model vehicles and technology platforms.
• Ensure seamless integration of telematics services into our connected vehicles, focusing on real-time data transmission, monitoring, remote diagnostics, and triaging.
• Monitor, automate, and enhance the reliability, performance, and availability of our telematics systems.
• Implement best practices for incident response, root cause analysis, and system optimization.
• Lead incident management efforts during critical events, ensuring minimal impact on connected car services.
• Production issue triage and tracking, preliminary troubleshooting activities, ticket creation and maintenance, ticket assignments, as well as vendor follow-up.
• Work with the appropriate internal and external stakeholders to satisfy customer requests and provide resolution strategies for incoming issues.
• Identify root causes of technical issues in production and out of box failures and come up with the root cause analysis document.
• Coordinate root cause analysis, problem management, and facilitation of recurring problem management meetings with management stakeholders, trend analysis, and strategic resolution.
• Evaluate business and system requirements, ensure technical feasibility, develop, fix and validate Connected Car system.
• Maintain knowledge and technical expertise of current production system, best practices tools and techniques and implement them in a reasonable and responsible manner.
• Identify issues and risks as they relate to the Issue/Problem/Incident Management program and take escalation actions as necessary.
• Contribute leading the 24x7x365 monitoring team for round-the-clock monitoring and applying policies for proactive mitigation of alerts and appropriate incident escalations.
• Serve as the lead for operations transition from development for all projects and features that go into production.
• Review all new APIs, Endpoints, and additional monitoring to design and develop solutions to effectively monitor for defects and stabilize the new products into production.
• Interact with project teams for new products development giving insights from technical issues of previous products.
• Monitor system & technical design for downstream technical teams (e.g. Application server, Database etc.).
• Establish development environment and development guidelines (design & code review checklists, design principles etc.).
• Hands-on expertise in troubleshooting and triaging Rest APIs, databases, network protocols, and JVM.
• Work with multiple stakeholders to analyze requirements, clarify design dependencies, create test plans, and support functional and non-functional requirements and software documentation in mathematical or diagram form to ensure technical accuracy, compliance, and completeness.
• Support testing efforts by engaging in troubleshooting and provide solutions to issues.
• Mentor and guide customer operations members, fostering a culture of continuous learning and improvement.
• Set performance goals, conduct regular evaluations, and provide constructive feedback.
• Collaborate with other engineering managers to align team objectives with overall company and division goals.
• Develop long-term strategies for telematics reliability, scalability, and growth.

Benefits

• Salary range: $91,810 to $131,285

What This Job Offers

• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree