Lead incident triage and resolution for connected vehicle services, monitor service health and KPIs, analyze operational data, coordinate cross-functional teams and partners, improve customer experience, and support operational readiness for feature launches to maximize uptime and service performance.
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
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