AD
Job Description
Overview:
This position is crucial for facilitating the successful integration and ongoing support of telematics APIs. The role involves defining business needs, spearheading feature launches, engaging with customers and dealers, and offering technical advice. Responsibilities also include overseeing support operations, ensuring compliance with ServiceNow SLAs, managing Snowflake data-sharing governance, and leading initiatives for continuous process enhancements. The focus is on enabling smooth API usage, enriching customer experiences, and aligning technical solutions with business goals.
Key Responsibilities:
- Identify and document business requirements and features for new telematics API capabilities and their improvements.
- Create business cases to resolve recurring API challenges and enhance overall reliability and customer satisfaction.
- Lead and manage Field Follow Programs for the introduction of new API endpoints, features, and functionalities, ensuring successful uptake and feedback collection.
- Initiate continuous improvement efforts within support operations to boost efficiency, quality of service, and stakeholder satisfaction.
- Oversee communications with customers and dealers regarding API adoption, feature rollouts, updates, and support efforts.
- Investigate technical issues, pinpoint root causes, and work with cross-functional teams to devise effective solutions.
- Offer consulting and advice on API usage to fulfill business requirements, integration strategies, and customer applications.
- Supervise day-to-day operations of the API Adoption team, ensuring prompt resolution of inquiries and issues.
- Manage ticket assignments, track service levels, and guarantee SLA compliance within ServiceNow.
- Oversee project management tasks and coordinate business approvals for Dealer and Customer Snowflake data-sharing projects.
- Establish and manage the overall governance process and business sign-off framework for Vision Link Snowflake data-sharing initiatives.
- Serve as the Tier 2 Support lead for API service interruptions and outages, managing escalation processes, stakeholder communication, and resolution efforts.
- Drive operational excellence, enhance support processes, and mentor the Tier-2 team to maintain high service levels and foster continuous improvement.
- Ensure ownership of Tier-2 and SRE responsibilities aligns with ITSM standards.
- Collaborate closely with product managers, development teams, and subject matter experts to guarantee smooth support transitions and knowledge retention.
- Engage in sprint planning with the development team to remain updated on forthcoming features and strategically prepare support approaches.
- Monitor and troubleshoot production systems to proactively identify and resolve performance, scalability, and reliability challenges.
- Collaborate with developers to identify and rectify bugs and performance issues in the application code.
- Continuously assess systems and processes for improvement opportunities and implement necessary changes.
- Work with cross-functional teams to define and document operational procedures, best practices, and processes.
- Ensure adherence to SLO, SLA, and SLI metrics outlined in the Operations model.
- Prioritize tasks and ensure the resolution of incidents to closure.
- Enhance service observability.
- Proactively test the system's flexibility and resilience.
- Demonstrate effective people management by providing technical guidance and direction to the team as needed.
Essential Qualifications:
- 7 to 8 years of prior experience in DevOps/Operations Support, SRE, and/or application development teams.
- Hands-on experience in large-scale software development, preferably in Java, Python, or scripting languages.
- Proven knowledge of CI/CD solutions across various platforms.
- Expertise in infrastructure components including routers, load balancers, cloud products, container systems, compute, storage, and networks.
- Extensive experience with key AWS services: EC2, S3, VPC, Route 53, RDS, CloudFormation, DynamoDB, Lambda, CloudWatch, IAM, among others.
- Proficiency in tools such as Prometheus, Grafana, AppDynamics, CloudWatch, and Thousand Eyes for system monitoring and alerting.
- Practical experience with Docker and at least one container orchestration tool such as ECS or Kubernetes.
- Expertise in configuration management tools like Ansible, Puppet, Chef, PowerShell, or Terraform.
- Skills in diagnosing and resolving production issues, conducting root cause analyses, and drafting postmortems.
- Experience with ITSM tools like ServiceNow and incident response protocols.
- ITIL Foundation V3 certification is advantageous, with a solid understanding of ITSM and ITIL processes.
- Focus on monitoring, alerting, and writing reliable code, emphasizing continuous improvement.
- An SRE perspective aimed at minimizing toil, automating repetitive tasks, and enhancing system reliability.
- Familiarity with Azure Cloud is a plus.
- Experience with the ELK Monitoring Tool for open-source IT monitoring, network monitoring, and application monitoring is a bonus.
- Understanding of Restful APIs, Apigee, or other API Gateways is advantageous.
- Proficiency with Git, Bitbucket, Jira, Jenkins, Sonar, Splunk, Maven, AIM, and/or Continuous Delivery tools.
- Strong interpersonal abilities to collaborate across engineering, product, and operations teams.
- Ability to maintain composure under pressure and resolve complex issues effectively.