The Connectivity Quality & Operations Engineer plays a critical role in maintaining and improving the customer experience for connected vehicle services across International Markets.
This position serves as a key operational and technical liaison between regional business teams, product engineering teams, and external partners to ensure the reliability and quality of Ford and Lincoln connected services.
The role focuses on incident management, operational analytics, service monitoring, customer experience improvement, and cross-functional coordination to maximise uptime and service performance.
ResponsibilitiesIncident Management & Service Reliability
- Lead technical triage and investigation of production incidents, service degradations, and connectivity outages.
- Analyse issues across mobile applications, cloud services, APIs, telematics systems, and vehicle communication platforms.
- Coordinate incident resolution activities with engineering teams, business stakeholders, and third-party partners.
- Manage incident communications, escalation paths, and recovery activities.
- Track root causes, corrective actions, and preventive measures through Jira and other operational tools.
Connectivity Operations
- Act as the primary operational support analyst for connected vehicle services across assigned markets.
- Monitor service health and key operational metrics.
- Proactively identify service risks and recommend improvements.
- Support ongoing operational governance and business reviews.
Customer Experience & Quality
- Review customer feedback, app store ratings, and customer-reported issues.
- Identify recurring pain points and quality concerns.
- Partner with product and engineering teams to reduce customer-impacting defects.
- Advocate for improvements that enhance customer satisfaction and service adoption.
Data Analytics & Performance Monitoring
- Define and monitor operational KPIs and service health indicators.
- Analyse trends and performance data to identify service degradation or emerging issues.
- Generate operational reports and dashboards for leadership review.
- Use data-driven insights to improve service reliability and operational effectiveness.
Cross-Functional Collaboration
- Work closely with global engineering, product, operations, customer support, and business teams.
- Coordinate with mobile application teams, cloud platform teams, telematics organisations, and telecommunications providers.
- Support operational readiness activities for new feature launches and product enhancements.
Education
Bachelor's degree in:
- Computer Science
- Information Technology
- Software Engineering
- Electronics & Communication Engineering
- Systems Engineering
- Business Operations
- Operations Management
- Related technical discipline
Experience Required
- 5+ years of experience in one or more of the following:
- Production Support
- Product Operations
- Incident Management
- Site Reliability Engineering
- Connected Services Operations
- Technical Support Engineering
- Software Delivery Operations
Preferred
- Connected Vehicle Platforms
- Telematics Systems
- IoT Solutions
- Mobile Application Operations
- Cloud-Based Applications
- Telecommunications Services
Skills Required
- Bachelor's degree in Computer Science, Information Technology, Software Engineering, Electronics and Communication Engineering, Systems Engineering, Business Operations, Operations Management, or a related technical discipline
- 5+ years of experience in production support, product operations, incident management, site reliability engineering, connected services operations, technical support engineering, or software delivery operations
- Experience with connected vehicle platforms
- Experience with telematics systems
- Experience with IoT solutions
- Experience with mobile application operations
- Experience with cloud-based applications
- Experience with telecommunications services
Ford Motor Company Compensation & Benefits Highlights
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Healthcare Strength — Eligible employees can access medical, dental, and prescription coverage starting on the first day, with some zero-cost plan options and free mental health support. Benefits materials highlight comprehensive healthcare as a core pillar.
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Retirement Support — Employees can enroll in a 401(k)-style plan from day one, and some salaried plans include a company match of $0.90 per dollar on the first 5% contributed. Official summaries also describe financial-planning support.
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Parental & Family Support — The package includes paid parental leave, fertility, surrogacy, and adoption benefits, plus a ramp-up program for new parents returning to work. Flexible family-care days and other time-off options support caregiving needs.
Ford Motor Company Insights
What We Do
Ford is a global company with shared ideals and a deep sense of family. From our earliest days as a pioneer of modern transportation, we have sought to make the world a better place – one that benefits lives, communities and the planet. We are here to provide the means for every person to move and pursue their dreams, serving as a bridge between personal freedom and the future of mobility. In that pursuit, our 186,000 employees around the world help to set the pace of innovation every day.
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