Easter Seals Jobs

• The position under FRSG team is responsible for defining and deploying support activities to run and protect the rapidly growing Connected Vehicle ecosystem and mobility solutions in China for Ford and Lincoln.

• The candidate will work closely with our Product Development Owners and Business Owners of Customer Experience Satisfaction as defined mobile app features and functionalities, as well as to support the implementation and verification.

• The candidate will also be involved in defining the Application Management and production support model and creating knowledge base documentation for the End-to-End customer service operation.

• This role will interface with multiple Connected Vehicle and mobility solution teams in ET, PD, Marketing, Sales, FCSD and Digital Systems across various regions (AP, NA and EU) for sustainable daily customer service operation. Furthermore service operation in supporting Azure Kubernetes Systems incidents due to Container As A Service product for connectivity and rest of business are moving from PCF to AKS.

• Provide ongoing operation support for Ford and Lincoln Mobility solutions in China market. Following global support model to manage day to day incident handling, troubleshooting, and analyzing statistics. Ensuring that all incidents and service requests are handled within agreed CSF and KPI. Proactively engage product teams and global/regional cross functional IT support teams to address root cause for any critical system outages.

• Overseeing event management, undertaking proactive monitoring and recovery support for a variety of cloudy based services to support connective vehicle and mobility. Response to alert messages timely and engage required SMEs for resolutions to minimize its impact and improve customer experience.

• Overall manage resource and budget plan by following Ford and Lincoln IT business and cycle plan annually for China FRSG and purchased service team. Work with product teams (mobility and connected vehicle) to manage support capabilities based on IT product deliverable plan, ensure having essential qualified resources in place for the support requirement growth.

• Lead and manage new knowledge transition with product teams for new releases and features and known defects. And enhance knowledge management process and plan to ensure China FRSG get the adequate knowledge effectively for troubleshooting and customers incident resolution, and team capability development, based on daily operation experience and knowledges from cross functional teams.

• Assess and report health and performance of application portfolio via operating reviews to Business and IT management.

• Collect, analyze, and formulate customer feedback data to be modelized reports for service performance improvement and to support enhancement of customer experience

• Support local China business and global project teams with local expertise (local hosting, China Disaster Recovery test, Chinese suppliers, and plants).

• Manage relationships, activities, with product teams, external vendors, and contractors.

• Support to resolve Cloud incidents with root cause analysis and enable problem management through permanent corrective action addressed

• To build the capability to own cloud/AKS operation to meet the increasing needs.

• Cloud operation scope will be added into the original role, cloud technology with skill to set up right AKS monitoring, continue improve cloud platform at the infra level and identify cloud related issues for trouble shooting

Minima work experience of 3 years in IT area of application operation support, software development and test, IT project management

Must Have Skills:

• Passion for Connected Vehicle, new Clouding technologies (Azure Kubernetes Service, PCF, Splunk, Dynatrace, Grafana) and mobile apps.

• Development Skill with multiple computer program language ability (Python, Java, C# etc)

• Passion for solving the technical problems from real customers.

• Excellent troubleshooting & systaltic analytical capability.

• Good command on English and the communication of presentation and hosting troubleshooting sessions.

• Experience with Incident Management & Problem Management.

Nice to Have Skills:

• Exposure to cloud computing, telecommunications, and/or existing in-vehicle systems (SYNC)

• Knowledge management/knowledge documentation experience

• Mobility Application development or testing experience

• Understanding of web services and mobile applications

Preferable:

ITIL/ITSM processes, Knowledge management

• Can-do, result-driven, and willing to take challenge

• Flexible working time with global and regional team for urgent or critical incident resolution

Requisition ID : 32605