Software Engineer

Summary:
Responsible for driving the successful adoption and operational support of telematics APIs by defining business requirements, leading feature launches, managing customer and dealer engagement, and providing technical consultation. Oversees support operations, ServiceNow SLA compliance, Snowflake data-sharing governance, and continuous process improvement initiatives while serving as the Tier 2 escalation point for API-related incidents and service outages. Focused on enabling seamless API consumption, improving customer experience, and ensuring alignment between business objectives and technical solutions.


Job Responsibilities:

• Define and document business features and requirements for new telematics API capabilities and enhancements.
• Develop business cases and requirements to address recurring API issues and improve overall API reliability and customer experience.
• Lead and coordinate Field Follow Programs for new API endpoints, features, and functionality launches, ensuring successful adoption and feedback collection.
• Drive continuous process improvement initiatives for support operations, enhancing efficiency, service quality, and stakeholder satisfaction.
• Manage customer and dealer communications related to API adoption activities, feature releases, updates, and support initiatives.
• Analyze technical issues, identify root causes, and collaborate with cross-functional teams to develop effective solutions.
• Provide consulting and guidance on API utilization to support business requirements, integration strategies, and customer use cases.
• Oversee day-to-day API Adoption team support operations, ensuring timely resolution of inquiries and issues.
• Manage ticket assignments, monitor service levels, and ensure SLA compliance within ServiceNow.
• Lead project management activities and coordinate business approvals for Dealer and Customer Snowflake data-sharing initiatives.
• Develop and manage the overall business sign-off framework and governance process for Vision Link Snowflake data-sharing programs.
• Act as Tier 2 Support lead for API service disruptions and outages, managing escalations, stakeholder communications, and resolution coordination.
• Responsible for driving operational excellence, streamlining support processes, and mentoring the Tier-2 team to ensure high service levels and continuous improvement.
• Maintain ownership of Tier-2 and SRE scope of work and ensure alignment with ITSM standards.
• Work closely with product owners, development teams, and subject matter experts to ensure seamless support handoffs and knowledge retention.
• Participate in sprint planning with the development team to stay informed of upcoming features and proactively prepare support strategies.
• Monitor and troubleshoot production systems to identify and resolve performance, scalability, and reliability issues proactively.
• Work closely with developers to identify and fix bugs and performance bottlenecks in the application code.
• Continuously evaluate systems and processes to identify areas for improvement and implement changes as needed.
• Collaborate with cross-functional teams to define and document operational processes, best practices, and procedures.
• Meeting SLO, SLA, SLI’s defined in the Operations model.
• Setting task prioritization and troubleshoot to closure of incidents.
• Improve Service observability.
• Proactively testing the flexibility and resilience of the system.
• People management – Effectively manages the team by providing technical guidance and offering the right direction whenever needed.

• 7 to 8 years prior experience in DevOps/Operations Support, SRE and/or application development teams.
• Hands-on experience using large-scale software development, preferably in Java, Python, or scripting languages.
• Knowledge of CI/CD solutions on any platform with prior experience is a must.
• Expert knowledge of infrastructure components such as routers, load balancers, cloud products, container systems, compute, storage, and networks.
• Deep experience with key AWS services: EC2, S3, VPC, Route 53, RDS, CloudFormation, DynamoDB, Lambda, CloudWatch, IAM, and more.
• Expertise in tools like Prometheus, Grafana, AppDynamics, CloudWatch, and Thousand Eyes for system health monitoring and alerting.
• Hands-on experience with Docker and at least one Docker Container orchestration tool such as ECS or Kubernetes.
• Expertise with configuration management tools like Ansible, Puppet, Chef, PowerShell, or Terraform.
• Skills in diagnosing and resolving production issues, conducting root cause analysis, and writing postmortems.
• Experience in ITSM tools like ServiceNow and incident response protocols.
• ITIL Foundation V3 certification is an added advantage, with knowledge and process in ITSM and ITIL being a must.
• Precision in monitoring, alerting, and writing reliable code, with a focus on continuous improvement.
• An SRE mindset geared toward reducing toil, automating repetitive tasks, and improving system reliability.
• Knowledge of Azure Cloud is an added advantage.
• Expertise in ELK Monitoring Tool for open-source IT monitoring, network monitoring, server, and applications monitoring is an added advantage.
• Understanding of Restful API, Apigee, or any other API Gateway is a plus.
• Expertise with Git, Bitbucket, Jira, Jenkins, Sonar, Splunk, Maven, AIM, and/or Continuous Delivery tools.
• Strong interpersonal skills to work across engineering, product, and operations teams.
• Ability to think critically under pressure and resolve complex issues calmly.

 
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