Incident Support Engineer (Automotive Domain)

About the role

Immediate need for a talented Incident Support Engineer (Automotive Domain). This is a 12+ Months Contract opportunity with long-term potential and is located in Fort Mill, SC (Onsite).

Requirements

• Must have skills: Incident Management, Monitoring tool, ITIL, Connected Car / Telematics ecosystem.
• 5+ years in Operations/Service Management with 4+ years leading Incident Management in large-scale, 24/7 environments.
• Demonstrated experience running bridges for P1/P0 incidents; proven incident commander skills and decision-making under pressure.
• Strong background in Telematics/Connected Car domain and vehicle remote services concepts.
• Proficiency with observability and monitoring tools: Dynatrace, Datadog, Grafana, MaxGauge (dashboards, alerting, traces, logs).
• Expertise in IM processes: detection ? triage ? severity assignment ? bridge initiation ? stakeholder updates ? resolution ? post-incident RCA.
• Working knowledge of ITIL practices (Incident, Problem, Change, Service Level Management).
• Should have good hands on experience in using tools like JIRA, Confluence, Jenkins, XMatters.
• Excellent communication (written/verbal), executive presence, and stakeholder management across onsiteoffshore teams.
• Ability to analyze telemetry and time-series data to drive root cause hypotheses and corrective actions.
• Experience defining SLAs/SLOs and building KPI dashboards (MTTD/MTTA/MTTR, incident volume, recurrence, comms SLA, customer impact).
• Datadog, Dynatrace, Grafana, MaxGauge (APM, logs, metrics, dashboards).
• Incident & Comms: ticketing (Jira/ServiceNow), chat/bridge tools (Teams/Zoom), status pages.
• Data: time-series analysis, log aggregation, tracing, alerting policies and noise reduction.