Incident Support Engineer - Automotive Domain | W2 Only | On-site role.

Xlysi•Irvine, CA

2d•Onsite

About The Position

The Incident Support Engineer supports a 24/7 incident management operations program for an automotive connected-car business. The role monitors production system health across the Connected Car and Telematics ecosystem using observability and monitoring tools, identifies and validates anomalies, and coordinates response from detection through resolution and post-incident governance. The engineer initiates and leads incident bridges, records incident timelines, coordinates cross-functional responders, communicates with stakeholders, and ensures contractual service-level commitments are met. The position requires strong Telematics and Connected Vehicle domain knowledge, including vehicle-to-cloud-to-mobile data flows, Telematics Control Units, eSIM and OTA provisioning, and remote vehicle services. The role also works to improve monitoring quality, incident processes, reliability practices, reporting, playbooks, and readiness across onsite and offshore teams, while observing information security, privacy, and OEM contractual requirements.

Requirements

At least 5 years of experience in Operations or Service Management, including at least 4 years leading Incident Management in large-scale, 24/7 environments.
Demonstrated experience running P1/P0 incident bridges, with incident commander skills and sound decision-making under pressure.
Strong background in the Telematics and Connected Car domain and vehicle remote-services concepts.
Proficiency with Dynatrace, Datadog, Grafana, and MaxGauge, including dashboards, alerting, traces, and logs.
Expertise in incident-management processes, from detection and triage through severity assignment, bridge initiation, stakeholder updates, resolution, and post-incident RCA.
Working knowledge of ITIL Incident, Problem, Change, and Service Level Management practices.
Hands-on experience with tools such as JIRA, Confluence, Jenkins, and XMatters.
Excellent written and verbal communication, executive presence, and stakeholder-management skills across onsite and offshore teams.
Ability to analyze telemetry and time-series data to develop root-cause hypotheses and corrective actions.
Experience defining SLAs/SLOs and building KPI dashboards for metrics such as MTTD, MTTA, MTTR, incident volume, recurrence, communications SLA, and customer impact.
Hands-on knowledge of Telematics Control Units (TCUs), eSIM/OTA provisioning, backend telematics platforms, and data flows between vehicles, cloud platforms, and mobile applications.
Understanding of IoT concepts and components such as messaging queues, bulk provisioning, notification systems, API gateways, load balancers, mobile applications, and web applications.
Familiarity with remote services such as remote lock/unlock, start/stop, charge control, climate pre-conditioning, geo-services, and safety/assist features.
Understanding of service dependencies including identity and authentication, messaging, device management, CAN bus signals, firmware/OTA update orchestration, and regional compliance.
Bachelor’s degree in engineering, Computer Science, or a related field, or equivalent practical experience.

Responsibilities

Monitor the health and availability of production systems supporting Connected Car and Telematics services.
Monitor application, infrastructure, API, database, and service health using monitoring tools, logs, and organization-specific observability tools.
Identify abnormal behavior, performance degradation, errors, latency, service failures, and potential outages; analyze available metrics, logs, dashboards, and alerts to assess initial scope and impact.
Perform proactive monitoring, validate alerts, and distinguish genuine incidents from false positives or noise.
Adhere to incident-management SLAs, including MTTD, MTTA, MTTR, and communications SLAs, and support their measurement, reporting, and continuous improvement.
Handle incidents across priority levels P1 through P4.
Initiate and lead incident bridges or war rooms, coordinate cross-functional responders, and facilitate incidents through resolution and closure.
Improve proactive detection, alert quality, runbooks, and signal-to-noise optimization across monitoring tools.
Establish and enforce SOPs for incident declaration, severity classification, response roles, and decision logs.
Provide timely stakeholder communications to product, operations, OEM and customer contacts, leadership, and impacted regions; maintain communication cadence and channels.
Facilitate post-incident reviews and root-cause analysis; document contributing causes and corrective and preventive actions, and circulate the RCA for team sign-off.
Define and maintain incident-management dashboards, KPIs, and executive reports; present weekly or monthly service reviews with trend analysis and action plans.
Collaborate with Product and Engineering teams on reliability improvements, including resiliency, observability, capacity, and release safeguards.
Ensure incident handling and communications comply with information security, data privacy, and OEM contractual obligations.
Refine incident-management playbooks and runbooks, provide training, and conduct simulations, game days, and readiness audits across onsite and offshore teams.
Coordinate incident response across OEM partners, Tier-1 suppliers, cloud providers, and customer support operations.