Incident Manager – Telematics Service Platform

We are looking for a technically skilled and communicative 2nd Line Support & Incident Manager to ensure the reliability, availability, and performance of a Telematics Service Platform (TSP). The role focuses on end-to-end vehicle connectivity, advanced log analysis, incident management, root cause analysis, and proactive monitoring. You will act as a technical bridge between the platform, customers, and development teams to resolve complex issues and continuously improve service quality. Key Responsibilities Advanced Log Analysis and Troubleshooting: Investigate complex logs and trace end-to-end telematics service flows to identify failures across vehicle ECUs, mobile networks, and cloud backends. AI-Assisted Incident Analysis and Automation: Use AI-powered tools and automation to accelerate incident investigation, detect anomalies, correlate signals, and improve incident triage. Monitoring and Observability: Maintain and improve monitoring, dashboards, metrics, and alerting strategies to identify service degradation early and reduce false alerts. Incident Management and Root Cause Analysis: Lead the incident lifecycle, from initial detection and investigation to resolution, RCA documentation, and implementation of preventive measures. Customer and Stakeholder Communication: Serve as a primary technical contact for customer issues and communicate technical findings clearly to technical and non-technical stakeholders. Connectivity Management: Collaborate with Mobile Network Operators (MNOs) to troubleshoot connectivity issues involving APN configuration, SIM provisioning, and roaming. Documentation and Knowledge Sharing: Maintain technical incident records and develop Knowledge Base Articles (KBAs), standard operating procedures (SOPs), and troubleshooting guides. Required Skills and Qualifications Experience in 2nd Line Support, Product Owner, or Architect roles involving telematics or connected-car platforms. Strong expertise in log analysis and querying tools such as ELK, Loki, GCP Cloud Logging, or Splunk. Proficiency in SQL and Redis. Hands-on experience with AWS or GCP cloud environments and their monitoring tools. Interest or practical experience in applying AI and automation to incident management, anomaly detection, log summarization, alert correlation, or RCA support. Understanding of mobile network connectivity, cellular networks, SIM lifecycle management, and related connectivity issues. Excellent written and verbal English communication skills. Mandarin proficiency is an advantage when collaborating with global development teams. Personal Attributes Strong analytical and problem-solving abilities, with a methodical approach to complex technical investigations. Proven ability to perform root cause analysis and implement long-term corrective actions. Excellent communication and stakeholder management skills. Proactive approach to monitoring, automation, knowledge sharing, and continuous improvement. Ability to work collaboratively with customers, developers, cloud engineers, and network operators. Mode - Remote