2nd Line Support & Incident Manager – Telematics Service Platform (TSP)

We’re looking for a technically sharp and communicative 2nd Line Support & Incident Manager to safeguard the Telematics Service Platform (TSP) powering connected vehicle services for our client. This is not a traditional IT support role — you’ll work deep in logs, telemetry, and observability systems to diagnose end-to-end vehicle connectivity issues across Vehicle (ECU) → Mobile Network → Cloud Backend . You will lead incidents, perform Root Cause Analysis, and act as the technical bridge between platform teams and customers. What you’ll do • Perform advanced log analysis to trace end-to-end telematics flows • Diagnose failures across ECU, MNO (SIM/APN/roaming), and cloud services • Lead major incidents and own the full lifecycle (detection → RCA → prevention) • Design and improve monitoring, alerts, dashboards, and observability strategies • Use AI/automation to accelerate investigation and reduce MTTR • Collaborate with cloud, platform, and development teams • Act as the primary technical contact for customers and stakeholders • Create documentation, runbooks, SOPs, and knowledge articles What we’re looking for • Experience in 2nd line support, SRE, or incident management within Telematics / Connected Car platforms • Strong log analysis skills (ELK, Loki, Splunk, Cloud Logging, etc.) • Proficiency in SQL and Redis • Hands-on experience with AWS or GCP • Monitoring/observability experience (Grafana, Prometheus, CloudWatch, etc.) • Strong RCA and troubleshooting mindset • Understanding of cellular/MNO connectivity (SIM lifecycle, APN, roaming) • Excellent written and verbal English ⭐ Bonus: Mandarin language skills