Operations Support Engineer @ Ford Motor

Operations Support Engineer role combines Operations support for products and software/system engineering ensure that a software system is 100% available, scalable, and maintainable and meet SLA/KPIs.

Ford is seeking an technically experienced candidate in IT Operations, analytical skills, triage, automation and extension of our global monitoring and observability platform.

Efficiently support within the agreed IT service level , Optimizing the Operations through emerging technologies.

Enable modernization by providing robust SRE standards, monitoring tools powered by AI and easy-to-use dashboards

This individual will play a pivotal lead role in shaping the evolving needs of our customers including development of Service Level Indicators and Objectives (SLI/SLO), best practices as well as automation to remove toil .

Maintaining relationships with key IT team stakeholders internally and with Partners and 3rd Party suppliers.

Enable collaboration to create a Vibrant workplace through Digital Worker and Workplace Experience.

High energy, self-starter with the ability to take responsibility and deliver results with minimal supervision.

This position is Chennai based towards the First Responders Operations Support Engineer role in the Enterprise Connectivity domain, responsible for application availability for the products based IT organizations globally.

The specific responsibilities include :

• Identify and solve complex systemic issues spanning multiple mobility systems and teams as they relate to corporate IT initiatives.
• Proactively identify and providing solutions for any repeated incidents and issues, to increase customer satisfaction, reduce incident counts, and reduce production support costs.
• Will have to monitor Splunk, Dynatrace tools for first level triage , also engage Product teams on other mobility system issues.
• Strong background in software development and systems administration, as well as excellent problem-solving and communication skills.
• Improve reliability, quality, and time-to-market of our suite of software solutions.
• Collaborating with development teams to design, build, and operate scalable and resilient software systems
• Automating deployment, monitoring, and incident response processes.
• Performing root cause analysis of production incidents and implementing preventive measures.
• Participating in an on-call rotation for incident response and support.
• Work collaboratively with other global teams to Run and Protect the production applications 24×7 to meet the SLA targets and MTTx goals.
• Be flexible to lead both shift operations during AP timezone.

• 4 Years of Bachelor’s Degree in Engineering, Compute Science or related degree
• 5+ years’ experience in ITO Production Support, L1/L2 Support roles.
• 3+ years experience in Global Customer support roles
• In-depth knowledge in ITIL/ITSM Support processes.
• Must have good knowledge on Monitoring Tools – Splunk , Dynatrace , Grafana.
• Programming experience in Python/Pega Automation , Jenkins, GitHub, Power Automate.
• Debug production issues across services and levels of the stack.
• Thorough understanding of software development cycle, DevOps and agile programming environment.
• Excellent communications (oral and written).
• Ability to work within a diverse team (cultural, functional, and geographic)
• Flexible work schedule to support the various time zones involved.
• Customer focused mindset

Nice to have :

• GCP Certification, ITIL certification
• SRE trained/certification.
• Thorough understanding of ITIL/ITSM,  Software development/Agile .
• QlikSense/QlikView