Support N2 Multimédia
Core
Coordinate incident resolution for a connected vehicle platform support center, managing the backlog from N1 intake to resolution while ensuring SLA compliance and service quality.
Role type
Senior IC support engineer (multimedia/connected vehicles)
Builds
Incident resolution workflows and documentation for the connected vehicle platform
Domain
Automotive / Connected Vehicles / IT Support
Required skills
Incident management, backlog management, root cause analysis, escalation handling, process improvement, technical documentation, SLA monitoring
Preferred skills
ITIL V3, ISO 20000, Salesforce, Confluence
Technologies
Salesforce, Confluence
Responsibilities
Manage incident backlog from N1 intake to resolution, perform preliminary incident analysis, handle escalations and inform N1 on progress, implement corrective processes, investigate incidents in depth, track incidents escalated to N3, write documentation for internal ticket processing, maintain N2/N3 synergy, contribute to quality meetings, contribute to N1 autonomy.
Seniority
Mid-level, hands-on IC
