Support N2 Multimédia
Core
Coordinate incident resolution for a connected vehicle platform support center, managing the backlog from Level 1 intake to resolution while ensuring SLA compliance and service quality.
Role type
Level 2 Technical Support Engineer (Connected Vehicles)
Builds
Incident resolution workflows and documentation for the connected vehicle platform
Domain
Automotive / Connected Vehicles / IT Support
Deliverable
client delivery
Required skills
Incident management, backlog prioritization, root cause analysis, escalation handling, process improvement, technical documentation, stakeholder communication
Preferred skills
ITIL V3, ISO 20000, Sales Force, Confluence
Technologies
Sales Force, Confluence
Responsibilities
Manage incident backlog from Level 1 intake to resolution, perform preliminary incident analysis using provided tools, handle escalations and update Level 1 staff, implement corrective processes, investigate incidents in depth, track incidents escalated to Level 3, document internal ticket processing, maintain synergy between Level 2 and Level 3 teams, contribute to quality meetings, and support Level 1 autonomy.
Seniority
Mid-level, hands-on IC
