Connected Operations Engineer

Description
Work Arrangement: This role is categorized as hybrid. This means the successful candidate is expected to report to the office at minimum three times per week or other frequency dictated by the business and two times per week remote.
Your Role: 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 KPI calibration, with major focus on the Vehicle Communication back-office applications. The person in this role will work cross-functionally and globally to collaborate with Regional carrier partners, Business, IT development and operations, engineering, and quality teams, to ensure the flawless launch of connected vehicles programs. The selected candidate will also work with product owners (our customers) and customer experience organizations to define, track and measure our services so that we can best support and improve our connected vehicle customer experiences.
What You'll Do: As the Connected Operations Engineer you will be responsible for defining On-Board, Off-Board and Carrier provisioning services Key Performance Indicators (KPI) for General Motors. In this role, you will work with product owner, architects, and developers. Together you will craft and implement performance metrics at the journey level, interaction level, and transaction level to provide the vital insight into the activation performances.

• Fully understand and support OnStar Advisor app, Mobile app and Vehicle Infotainment system integrations and associated back end interactions including Electric vehicle remote settings.
• Perform data analysis by building database queries, creating data structures, and design and automate processes using Oracle and UNIX
• Develop performance metrics/reports/monitors to establish necessary visibility into the Vehicle services performance (i.e. success rate) and issues
• Analyse performance metrics/reports/monitors to identify any performance issues/risks
• Investigate identified issues to determine 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 stakeholders
• Provide regular status update on current performance and performance enhancement activities
• Update related process flows, performance metrics/reports/monitors and other documents to reflect the changes and communicate them with all impacted stakeholders
• Identify necessary process improvement ideas by working with other business stakeholders
• Participate/Lead design/process related technical discussions with development teams and/or other stakeholders
• Create change requirements by describing high level business objectives, business benefits and functional requirements
• Work with IT counterparts to develop Narratives in an appropriate level of detail
• Participate in iterative co-validation sessions with IT counter parts (mostly developers and testers) as an SME to ensure that requirements have been correctly implemented
• This position may require to work on South Korean or European business hours
• Support Connected Operations KPI dashboard development
• Manage Connected Operations release readiness
• Handle escalated tickets and issues from customers
• Position requires operational support per on-call schedule

Additionally, in this role you will support Wireless vendor wholesale invoice analysis and the reconciliation function.
Additional Description
Your Skills & Abilities:
Required Skills and Experience:

• Minimum 4 years' experience in a technical operation IT role
• Experience in process definition (requirement), validation or operation of service delivery processes
• Demonstrated ability to build strong cross organization relationships to facilitate cooperation and coordination
• Experience working with technical teams during time sensitive/issue resolution incident management
• Strong demonstrable experience and understanding of application architecture and design principles related to system integration of client components, web services, and databases
• Strong demonstrable experience and understanding in using and interacting with relational database structures (Oracle database)
• Strong demonstrable experience and understanding of SQL and SQL development
• Technical background or Level 2/3 support in problem solving to identify, priorities and communicate complicated technical issues
• Exposure to Power BI, Cognos, Tableau or other reporting system
• Strong exposure to UNIX/ORACLE /Azure Databricks/ ETL development in order to build end to end process/systems automation and integration (batch load, scripting, cron etc.)
• Industry experience in working on Big Data Platforms and Tools such as Hadoop, Cassandra and Apache Hive, Scoop, Hue etc. would be an added advantage
• Knowledgeable and comfortable with new technologies and business models
• High level of analytical ability where problems are complex and difficult
• Excellent verbal and written communication skill in English.

Preferred Skills:

• Direct experience at OnStar in one or more of the following areas:
  • Requirements definition
  • Issue resolution
  • Product validation
  • Process definition
  • Service delivery
• Prior experience with vehicle infotainment, telematics, or navigation systems
• Working experience with web services (XML, WSDL, SOAP, JSON) and transactional monitoring

Education :

• Master's or Bachelor's degree in cCmputer science, Information technology, or related degree.

About GM
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
Why Join Us
We aspire to be the most inclusive company in the world. We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
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Diversity Information
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire
Equal Employment Opportunity Statement (U.S.)
General Motors is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Accommodations (U.S. and Canada)
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