Production Support

Job Details

About Quest Global

Quest Global is a global engineering services company that supports customers across a range of industries, including Aerospace & Defence, Automotive, Energy, Hi-Tech, MedTech & Healthcare, Rail, and Semiconductors. The company operates across multiple countries with engineering and delivery centres worldwide.

Quest Global believes the hardest engineering problems need polymaths: curious minds who see engineering everywhere and bring different perspectives, experiences, and ideas to their work. It celebrates engineers who question, explore, and look beyond the obvious to find better answers.

With over 25 years as an engineering services provider, Quest Global believes in the power of doing things differently to make the impossible possible. Its people are driven by the desire to make the world a better place and to make a positive difference that contributes to a brighter future. The company brings together technologies and industries, alongside the contributions of diverse individuals who are empowered by an intentional workplace culture, to solve problems better and faster.

Job Summary

This role is responsible for driving the successful adoption and operational support of telematics APIs by defining business requirements, leading feature launches, managing customer and dealer engagement, and providing technical consultation. It oversees support operations, ServiceNow SLA compliance, Snowflake data-sharing governance, and continuous process improvement initiatives, while serving as the Tier 2 escalation point for API-related incidents and service outages. The focus is on enabling seamless API consumption, improving customer experience, and ensuring alignment between business objectives and technical solutions.

Roles & Responsibilities

API Adoption, Customer Engagement & Support Operations

• Define and document business features and requirements for new telematics API capabilities and enhancements.
• Develop business cases and requirements to address recurring API issues and improve overall API reliability and customer experience.
• Lead and coordinate Field Follow Programs for new API endpoints, features, and functionality launches, ensuring successful adoption and feedback collection.
• Drive continuous process improvement initiatives for support operations, enhancing efficiency, service quality, and stakeholder satisfaction.
• Manage customer and dealer communications related to API adoption activities, feature releases, updates, and support initiatives.
• Analyze technical issues, identify root causes, and collaborate with cross-functional teams to develop effective solutions.
• Provide consulting and guidance on API utilization to support business requirements, integration strategies, and customer use cases.
• Oversee day-to-day API Adoption team support operations, ensuring timely resolution of inquiries and issues.
• Manage ticket assignments, monitor service levels, and ensure SLA compliance within ServiceNow.
• Lead project management activities and coordinate business approvals for Dealer and Customer Snowflake data-sharing initiatives.
• Develop and manage the overall business sign-off framework and governance process for Vision Link Snowflake data-sharing programs.
• Act as Tier 2 (T2) Support lead for API service disruptions and outages, managing escalations, stakeholder communications, and resolution coordination.

Tier 2 Support, SRE & Operational Excellence

• Drive operational excellence, streamline support processes, and mentor the Tier 2 team to ensure high service levels and continuous improvement.
• Maintain ownership of the Tier 2 and SRE scope of work and ensure alignment with ITSM standards.
• Work closely with product owners, development teams, and subject matter experts to ensure seamless support handoffs and knowledge retention.
• Participate in sprint planning with the development team to stay informed of upcoming features and proactively prepare support strategies.
• Apply knowledge of the decision-making process and associated tools and techniques, with the ability to analyse situations accurately and reach productive decisions based on informed judgement.
• Apply an understanding of effective communication concepts, tools, and techniques, with the ability to transmit, receive, and interpret ideas, information, and needs accurately.
• Monitor and troubleshoot production systems to identify and resolve performance, scalability, and reliability issues proactively.
• Work closely with developers to identify and fix bugs and performance bottlenecks in the application code.
• Continuously evaluate systems and processes to identify areas for improvement and implement changes as needed.
• Collaborate with cross-functional teams to define and document operational processes, best practices, and procedures.
• Meet the SLOs, SLAs, and SLIs defined in the Operations model.
• Set task priorities and troubleshoot incidents through to closure.
• Improve service observability.
• Proactively test the flexibility and resilience of the system.
• Manage the team effectively by providing technical guidance and offering the right direction whenever needed (people management).

Original Job Posting (Source Data)

Production Support Available in 2 locations Category: Software & Digital Job ID: P-123243 Full-Time

About Quest Global

Quest Global is a global engineering services company that supports customers across a range of industries, including Aerospace & Defence, Automotive, Energy, Hi-Tech, MedTech & Healthcare, Rail, and Semiconductors. The company operates across multiple countries with engineering and delivery centres worldwide.

We believe the hardest engineering problems need polymaths: curious minds who see engineering everywhere and bring different perspectives, experiences and ideas to their work. At Quest Global, we celebrate engineers who question, explore and look beyond the obvious to find better answers.

Description Job Requirements At Quest Global, it's not just what we do but how and why we do it that makes us different. With over 25 years as an engineering services provider, we believe in the power of doing things differently to make the impossible possible. Our people are driven by the desire to make the world a better place—to make a positive difference that contributes to a brighter future. We bring together technologies and industries, alongside the contributions of diverse individuals who are empowered by an intentional workplace culture, to solve problems better and faster.

Summary:

Responsible for driving the successful adoption and operational support of telematics APIs by defining business requirements, leading feature launches, managing customer and dealer engagement, and providing technical consultation. Oversees support operations, ServiceNow SLA compliance, Snowflake data-sharing governance, and continuous process improvement initiatives while serving as the Tier 2 escalation point for API-related incidents and service outages. Focused on enabling seamless API consumption, improving customer experience, and ensuring alignment between business objectives and technical solutions.

Roles & Responsibilities

• Define and document business features and requirements for new telematics API capabilities and enhancements.
• Develop business cases and requirements to address recurring API issues and improve overall API reliability and customer experience.
• Lead and coordinate Field Follow Programs for new API endpoints, features, and functionality launches, ensuring successful adoption and feedback collection.
• Drive continuous process improvement initiatives for support operations, enhancing efficiency, service quality, and stakeholder satisfaction.
• Manage customer and dealer communications related to API adoption activities, feature releases, updates, and support initiatives.
• Analyze technical issues, identify root causes, and collaborate with cross-functional teams to develop effective solutions.
• Provide consulting and guidance on API utilization to support business requirements, integration strategies, and customer use cases.
• Oversee day-to-day API Adoption team support operations, ensuring timely resolution of inquiries and issues.
• Manage ticket assignments, monitor service levels, and ensure SLA compliance within ServiceNow.
• Lead project management activities and coordinate business approvals for Dealer and Customer Snowflake data-sharing initiatives.
• Develop and manage the overall business sign-off framework and governance process for Vision Link Snowflake data-sharing programs.
• Act as Tier 2 (T2) Support lead for API service disruptions and outages, managing escalations, stakeholder communications, and resolution coordination.

Responsible for driving operational excellence, streamlining support processes, and mentoring the Tier-2 team to ensure high service levels and continuous improvement.

• Maintain ownership of Tier-2 and SRE scope of work and ensure alignment with ITSM standards.
• Work closely with product owners, development teams, and subject matter experts to ensure seamless support handoffs and knowledge retention.
• Participate in sprint planning with the development team to stay informed of upcoming features and proactively prepare support strategies.
• Knowledge of the decision-making process and associated tools and techniques, ability to accurately analyse situations and reach productive decisions based on informed judgement.
• Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviours.
• Monitor and troubleshoot production systems to identify and resolve performance, scalability, and reliability issues proactively.
• Work closely with developers to identify and fix bugs and performance bottlenecks in the application code
• Continuously evaluate systems and processes to identify areas for improvement and implement changes as needed
• Collaborate with cross-functional teams to define and document operational processes, best practices, and procedures.
• Meeting SLO, SLA, SLI's defined in the Operations model
• Setting task prioritization and troubleshoot to closure of incidents
• Improve Service observability.
• Proactively testing the flexibility and resilience of the system.
• People management – Effectively manages the team by providing technical guidance and offering the right direction whenever needed

Disclaimer: Job details are based on the listing published by Quest Global. Please verify the latest requirements, locations, salary, and availability on Quest Global's official careers site before applying.