Incident Management Support Engineer

Job Title: Incident Management Support Engineer Connected Car & Telematics

Location: Costa Mesa, CA (Orange County)
Work Model: 100% Onsite 5 Days/Week
Experience: 5+ Years in Operations / Service Management
Domain: Connected Car & Telematics
Operations: 24/7 Incident Management

We are looking for an experienced Incident Management Support Engineer to support mission-critical Connected Car and Telematics platforms. The ideal candidate will have strong expertise in P1/P2 incident management, production monitoring, incident bridge leadership, RCA, and SLA management, along with hands-on knowledge of vehicle telematics and remote services.

Must-Have Skills

Incident Management P1/P2/P3/P4
P0/P1 Major Incident & Bridge Management
Connected Car / Telematics Domain
Datadog, Dynatrace, Grafana & MaxGauge
Monitoring, Logs, Metrics & Alert Analysis
Incident Triage, Escalation & Resolution
RCA & Corrective/Preventive Actions (CAPA)
ITIL Incident, Problem & Change Management
SLA / SLO / MTTD / MTTA / MTTR
Jira / ServiceNow / Confluence
Jenkins & xMatters
Stakeholder Communication & Incident Reporting

Connected Car & Telematics Expertise

Telematics Control Unit (TCU)
eSIM / OTA Provisioning
Vehicle-to-Cloud & Mobile App Data Flows
Remote Lock/Unlock, Remote Start/Stop & Climate Control
API Gateways, Messaging Queues & Notification Systems
IoT, Device Management & Firmware Updates
OEM / Tier-1 Supplier Coordination

Key Responsibilities

• Monitor production systems and identify anomalies, performance degradation, and potential outages.

• Lead incident response from detection and triage through resolution and post-incident review.

• Initiate and coordinate incident bridges, ensuring clear ownership, timely updates, and resolution tracking.

• Manage incident severity, escalation, communication cadence, and contractual SLAs.

• Analyze dashboards, logs, metrics, and telemetry data to determine incident scope and customer impact.

• Coordinate application, infrastructure, network, OEM, and third-party teams during major incidents.

• Facilitate root-cause analysis and track corrective and preventive actions.

• Maintain incident dashboards, KPI reports, runbooks, and operational procedures.

• Drive continuous improvement in monitoring, alert quality, incident response, and service reliability.