Technical Operations & Service Reliability Engineer

Role Description

We are looking for a highly analytical and customer-focused Technical Operations & Service Reliability Engineer to join our Global Level 4 Smart Mobility Operations Team.

In this role, you will support digital mobility and connected vehicle services by investigating complex customer-reported issues, performing backend analysis, coordinating technical teams, and driving incidents and problems toward resolution.

This is not a traditional monitoring, service desk, or ticket-processing role. The focus is on understanding complex technical issues, identifying root causes, coordinating stakeholders, and improving service reliability.

As part of a shared Global L4 team, you will also need the flexibility to adapt your skills to different products, services, and projects. The goal is not to become an expert in only one system, but to build transferable L4 capabilities that can be applied across various customer and product environments.

Key Responsibilities

Technical Investigation & Incident Management

• Lead technical investigations for customer-impacting incidents and service degradations.
• Analyze logs, backend behavior, monitoring data, service flows, and operational information.
• Identify possible root causes and support sustainable resolution of complex issues.
• Coordinate engineering, product, infrastructure, vendor, and support teams during incident resolution.
• Drive Incident, Problem, Event, and Escalation Management activities according to defined processes.
• Perform impact assessments across customers, markets, services, and backend components.

Customer & Stakeholder Management

• Act as a trusted operational partner for customers, product teams, and technical stakeholders.
• Maintain continuous communication regarding investigation status, risks, and service impact.
• Build strong relationships with product and engineering teams to improve collaboration and service quality.
• Proactively identify risks, gaps, and improvement opportunities before they become customer escalations.
• Organize alignment meetings, technical discussions, and workshops to drive issue resolution.

Service Reliability & Continuous Improvement

• Identify recurring issues, patterns, and service weaknesses.
• Support Root Cause Analysis and define preventive actions.
• Improve service stability through structured analysis and operational lessons learned.
• Support automation, dashboarding, and AI-driven improvement opportunities.
• Contribute to operational excellence across different products and projects.

Documentation & Knowledge Management

• Maintain high-quality documentation in Jira and Confluence.
• Document investigation results, workarounds, root causes, and lessons learned.
• Create and update analysis guides, operational procedures, and knowledge articles.
• Ensure knowledge transfer across global teams and shared service structures.

Required Experience

• Experience in Technical Operations, Production Support, Application Support, Service Reliability Engineering, L3/L4 Support, or Incident Management.
• Strong analytical and troubleshooting skills.
• Experience leading technical investigations involving multiple teams.
• Experience working directly with customers, business stakeholders, or product teams.
• Good understanding of ITIL-based processes, especially Incident, Problem, Event, and Escalation Management.
• Ability to communicate clearly with both technical and non-technical stakeholders.

Preferred Technical Skills

Experience with several of the following tools or technologies:

• Jira and Confluence
• Splunk
• Kibana
• New Relic
• Grafana
• Power BI
• Tableau

Educational qualification

BE, BTech, BCA, BSc (IT) MCA, MBA (IT) and MSc(IT)

Experience

• 5 - 7 Years Work experience