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Job Details:
Position Name : Core Services Operations Engineer
Location: Dubai
Job ID : 3fb4f59df347d7d7
Description : Job Description
This position is responsible for defining OnStar Core services Key Performance Indicators (KPI).Once the KPI’s are defined this candidate will work with product owner, architects, and developers to design and implement performance metrics at the journey level, interaction level, and transaction level to provide the necessary visibility into the activation performances. The SME’s will use the metrics to detect low performance, and then work with skilled teams to root cause and identify solutions to improve performance, both immediate incident response & recovery, and long-term product/system design enhancements.
This role is highly technical and requires deep understanding of modern system/application interaction and identifying data elements within the systems that can be used to support KPI calibration, with major focus on the Vehicle Communication back-office applications. The person in this role will work cross-functionally and globally to collaborate with Regional carrier partners, Business, IT development and operations, engineering, and quality teams, to ensure the flawless launch of connected vehicles programs. The selected candidate will also work with product owners (our customers) and customer experience organizations to define, track and measure our services so that we can best support and improve our connected vehicle customer experiences.
Connected Operations is comprised of skilled team members that are focused on delivering the best customer experience and seeking cost effective ways of delivery. Our team members possess multiple disciplines from project management, engineering, analytical, information systems, database, and wireless network.
Responsibilities include, but are not limited to, the following:
Fully understand and document Advisor workflows, Mobile app integration and associated back end interactions of the Vehicle services.
Fully understand, document and support OnStar Smart Driver features, Radio Info 3 personalisation (including in-vehicle apps), OnStar vehicle diagnostics and associated back end interactions of the Vehicle services.
Additionally, provide support for the development of Containment processes and operations.
Perform data analysis by building database queries, creating data structures, and design and automate processes using Oracle and UNIX
Develop and support various operational batch activities using UNIX shell scripts and SQL
Develop performance metrics/reports/monitors to establish necessary visibility into the Vehicle services performance (i.e. success rate) and issues
Analyse performance metrics/reports/monitors to identify any performance issues/risks
Investigate identified issues to determine root causes and come up with solutions (fixes/alternative workflows) to address the performance issues
Plan for the issue resolution activities and coordinate/lead execution of the plan with other stakeholders
Provide a regular status updates on current performance and performance enhancement activities
Update related process flows, performance metrics/reports/monitors and other documents to reflect the changes and communicate them with all impacted stakeholders
Identify necessary process improvement ideas by working with other business stakeholders such as regional advisor process/performance owners
Participate/Lead design/process related technical discussions with development teams and/or other stakeholders
Create change requirements by describing high-level business objectives, business benefits and functional requirements
Work with IT counterparts to develop Narratives in an appropriate level of detail
Participate in iterative co-validation sessions with IT counterparts (mostly developers and testers) as an SME to ensure that requirements have been correctly implemented
Handle escalated tickets and issues from customers
Position requires operational support per on-call schedule
Additional Job Description
Required Skills and Experience:
Minimum 8 years’ experience in a lead technical operation IT role
Experience in process definition (requirement), validation or operation of service delivery processes
Demonstrated ability to build strong cross organization relationships to facilitate cooperation and coordination
Experience working with technical teams during time sensitive/issue resolution incident management
Strong demonstrable experience and understanding of application architecture and design principles related to system integration of client components, web services, and databases
Strong demonstrable experience and understanding in using and interacting with relational database structures (Oracle database)
Strong demonstrable experience and understanding of SQL and SQL development
Industry experience in working on Big Data Platforms and Tools such as Hadoop, Cassandra and Apache Hive, Scoop, Hue etc.
Exposure to Power BI, Cognos, Tableau, Crystal Report or other reporting system
Strong exposure to UNIX Scripts/ORACLE/ETL development in order to build end to end process/systems automation and integration (batch load, scripting, cron etc.)
Technical background or Level 2/3 support in problem solving to identify, priorities and communicate complicated technical issues
Knowledgeable and comfortable with new technologies and business models
High level of analytical ability where problems are complex and difficult
Excellent verbal and written communication skill in English (Arabic ability desirable)
Preferred Skills:
Prior experience with vehicle infotainment, telematics, or navigation systems
Working experience with web services (XML, WSDL, SOAP, JSON) and transactional monitoring
Direct experience at OnStar in one or more of the following areas:
Requirements definition
Issue resolution
Product validation
Process definition
Service delivery
Education:
Master’s or Bachelor’s degree in Computer science, Information technology, or related degree.
About GM
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Why Join Us
We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
Diversity Information
General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteeropportunities.
We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.
Equal Employment Opportunity Statement
The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual’s age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities (in GM facilities that provide disability access). If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.
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