Job
- Level
- Experienced
- Job Field
- IT, DevOps
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Frankfurt
- Working Model
- Onsite
Job Summary
In this role, you will provide customer onboarding support for cloud platforms, manage incident requests, and optimize processes to enhance system availability and customer satisfaction.
Job Technologies
Your role in the team
- Deliver customer onboarding and training support, ensuring successful adoption of systems and platforms.
- Execute operational tasks on cloud-hosted user platforms based on customer requests, ensuring reliability and availability.
- Continuously perform system monitoring to ensure uninterrupted service availability.
- Perform independently incident management and troubleshooting, ensuring timely resolution and minimal service disruption.
- Support problem management and bug fix activities, contributing to sustainable solutions and prevention of recurrence.
- Support quality enhancement initiatives to improve system performance and customer satisfaction.
- Coordinate with development teams and L3 support, ensuring efficient escalation handling and resolution of complex issues.
- Support and track compliance with service agreements (SLAs) and KPIs.
- Support the design and optimization of Jira Service Management (JSM) portals and ticket workflows to improve service efficiency and user experience.
- Contribute to the continuous refinement and improvement of operational processes to enhance scalability and robustness.
- Support the preparation and presentation of operational reports, including KPI tracking, incident analysis, and improvement actions.
- Support and participate in customer quality meetings, ensuring transparency and alignment on service performance.
- Perform root cause analysis (RCA) for incidents and recurring issues, supporting the implementation of preventive measures.
- Support the creation of P1 & P2 major incident reports, including impact assessment and corrective actions.
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Our expectations of you
Education
- Master's or Bachelor's degree in Computer Science, Communication or similar.
Qualifications
- Strong understanding of incident management, problem management, and SLA/KPI.
- Ability to collaborate effectively with international DevOps teams and L3 support, including managing escalations.
- Solid reporting skills with the ability to translate operational data into actionable insights.
- Fluent in English.
Experience
- Minimum 2 years experience in cloud connectivity in automotive or IOT complex architecture.
- Experiences with electric vehicle architecture, infotainment, connectivity, over-the-air programming or vehicle diagnostics are an advantage.
- Experience in operations, maintenance, or IT service management environments, ideally in cloud-based systems.
- Hands-on experience with AWS cloud platforms and operational support of hosted applications appreciated, other platforms' knowledge is the plus.
- Hands-on experience with Jira Service Management (JSM) or comparable ticketing tools.
- Strong analytical skills with experience in root cause analysis and troubleshooting complex systems.
- Experience in process optimization and continuous improvement.
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What we offer
- Experience in exciting and international projects.
- Continuous salary development.
- Da Vinci Corporate Benefits.
- On-the-job training and language courses.
- Appreciation, motivation and commitment.
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Topics that you deal with on the job
Job Locations
This is your employer
Da Vinci Engineering
Als Entwicklungspartner namhafter OEMs und Zulieferer arbeiten unsere Ingenieure und IT-Consultants als Fach- und Führungskräfte täglich an dem Erfolg aktuell bedeutender Projekte im Automotive Engineering. Mit über 400 Mitarbeitern stellen wir uns Herausforderungen auf unsere Art: mit Leidenschaft, Sympathie und Engagement.
Description
- Founding year
- 2005
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Vehicle Manufacturing, Supplier
Operation and Maintenance Engineer - Cloud Operation Services
- Location
- Frankfurt
- Working Model
- Onsite
- Diversity
- Open for all genders
- English Only
- English only required
