As the Core Services Operations Engineer for OnStar , our In-Vehicle Safety and Security System, you will be responsible for defining our Core services Key Performance Indicators. Once the Key Performance Indicators (KPIs) are defined you will work with the product owner, architects, and developers to craft and implement performance metrics at the journey level, interaction level, and transaction level to provide the vital insight into the activation performances.
This role is highly technical and requires deep understanding of modern system/application interaction and identifying data elements within the systems that can be used to support critical metric calibration, with major focus on the Vehicle Communication back-office applications.
As the Core Services Operations Engineer for OnStar you will work multi- functionally and globally to collaborate with Regional carrier partners, Business, IT development and operations, engineering, and quality teams, to ensure the detailed launch of connected vehicles programs. In this role you will also work together with product owners (our customers) and customer experience organizations to define, track and measure our services so that we can support and improve our connected vehicle Customer experiences in the best way.
Our team is comprised of skilled team members that are passionate about delivering the best Customer experience and seeking efficient ways of delivery!
Our team members possess multiple subject areas from project management, engineering, analytical, information systems, database, and wireless network.
Responsibilities include, but are not limited to, the following :
A full grasp of document Advisor workflows, Mobile app integration and associated back-end interactions of the Vehicle services.
Fully understand, document and support OnStar Smart Driver features, Radio Info 3 personalization (including in-vehicle apps), OnStar vehicle diagnostics and associated back-end interactions of the Vehicle services.
Perform data analysis by building database queries, creating data structures, and design and automate processes using Oracle and UNIX
Develop and support various operational batch activities using UNIX shell scripts and SQL
Develop performance metrics/reports/monitors to establish vital insight into the Vehicle services performance (i.e. success rate) and issues
Investigate identified issues to resolve root causes and come up with solutions (fixes/alternative workflows) to address the performance issues
Plan for the issue resolution activities and coordinate/lead execution of the plan with other collaborators
Provide regular status update on current performance and performance enhancement activities
Update related process flows, performance metrics/reports and other documents to reflect the changes and communicate them with all impacted collaborators
Identify vital process improvement ideas by working with other business partners such as regional advisor process/performance owners
Participate/Lead design/process related technical discussions with development teams and/or other partners
Inspire change requirements by describing high level business objectives, business benefits and functional requirements
Participate in iterative co-validation sessions with IT counter parts (mostly developers and testers) as an SME to ensure that requirements have been accurately implemented
Handle raised tickets and issues from customers
Position requires operational support per on-call schedule
Required Skills and Experience:
Demonstrated ability in a lead technical operation IT role
Experience in process definition (requirement), validation or operation of service delivery processes
Shown ability to build strong cross organization relationships to facilitate collaboration and coordination
Experience working with technical teams during time critical/issue resolution incident management
Demonstrable experience and understanding of application architecture and design principles related to system integration of client components, web services, and databases
Solid experience in using and interacting with relational database structures (Oracle database)
Demonstrable experience and understanding of SQL and SQL development
Industry experience in working on Big Data Platforms and Tools such as Hadoop, Cassandra and Apache Hive, Scoop, Hue etc.
Exposure to Power BI, Cognos, Tableau, Crystal Report or other reporting system
Strong exposure to UNIX Scripts/ORACLE/ETL development to build end to end process/systems automation and integration (batch load, scripting, cron etc.)
Technical background or Level 2/3 support in problem solving to identify, priorities and communicate complicated technical issues
Knowledgeable and comfortable with new technologies and business models
High level of analytical ability where problems are sophisticated and difficult
Excellent verbal and written communication skill in English (Arabic ability desirable
Prior experience with vehicle infotainment, telematics, or navigation systems
Working experience with web services (XML, WSDL, SOAP, JSON) and transactional monitoring
Direct experience at OnStar in one or more of the following areas:
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