Incident Support Engineer (Automotive Domain) role

Pyramid Consulting, Inc; Fort Mill (SC); On-site; USD 143,270,000 - 148,781,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid sick leave

Job summary

Pyramid Consulting, Inc. seeks an Incident Support Engineer (Automotive Domain) for a 12+ months contract located in Fort Mill, SC. Onsite role with strong incident management focus in a banking industry client.

Responsibilities include leading P1/P0 response, coordinating bridges, and driving root-cause actions using observability tools and ITIL practices. Excellent communication and stakeholder management required.

Qualifications

• 5+ years in Operations/Service Management with 4+ years leading Incident Management in large-scale, 24/7 environments.
• Experience running bridges for P1/P0 incidents; incident commander skills under pressure.
• Strong Telematics/Connected Car domain and vehicle remote services concepts.
• Proficiency with observability and monitoring tools: Dynatrace, Datadog, Grafana, MaxGauge.
• Hands-on with Jira, Confluence, Jenkins, XMatters; ITIL practices familiarity.

Skills

Incident Management

Monitoring tool

ITIL

Connected Car / Telematics

Dynatrace

Datadog

Grafana

MaxGauge

JIRA

Confluence

Jenkins

XMatters

Stakeholder management

Time-series analytics

SLA/SLO definition

Tools

JIRA

Confluence

Jenkins

XMatters

Job description

Immediate need for a talented Incident Support Engineer (Automotive Domain) role. This is a 12+ Months Contract opportunity with long-term potential and is located in Fort Mill, SC (Onsite).

Job ID:26-28449

Pay Range: $50 - $52/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Requirements and Technology Experience:

• Must have skills: Incident Management, Monitoring tool, ITIL, Connected Car / Telematics ecosystem.
• 5+ years in Operations/Service Management with 4+ years leading Incident Management in large-scale, 24/7 environments.
• Demonstrated experience running bridges for P1/P0 incidents; proven incident commander skills and decision-making under pressure.
• Strong background in Telematics/Connected Car domain and vehicle remote services concepts.
• Proficiency with observability and monitoring tools: Dynatrace, Datadog, Grafana, MaxGauge (dashboards, alerting, traces, logs).
• Working knowledge of ITIL practices (Incident, Problem, Change, Service Level Management).
• Should have good hands on experience in using tools like JIRA, Confluence, Jenkins, XMatters.
• Excellent communication (written/verbal), executive presence, and stakeholder management across onsite-offshore teams.
• Ability to analyze telemetry and time-series data to drive root cause hypotheses and corrective actions.
• Experience defining SLAs/SLOs and building KPI dashboards (MTTD/MTTA/MTTR, incident volume, recurrence, comms SLA, customer impact).
• Incident & Comms: ticketing (Jira/ServiceNow), chat/bridge tools (Teams/Zoom), status pages.
• Data: time-series analysis, log aggregation, tracing, alerting policies and noise reduction.

Our client is a leading Banking Industry and we are currently interviewing to fill this and other similar contract positions.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.