• Deliver customer onboarding and training support, ensuring successful adoption of systems and platforms
• Execute operational tasks on cloud-hosted user platforms based on customer requests, ensuring reliability and availability
• Continuously perform system monitoring to ensure uninterrupted service availability
• Perform independently incident management and troubleshooting, ensuring timely resolution and minimal service disruption
• Support problem management and bug fix activities, contributing to sustainable solutions and prevention of recurrence, Support quality enhancement initiatives to improve system performance and customer satisfaction
• Coordinate with development teams and L3 support, ensuring efficient escalation handling and resolution of complex issues
• Support and track compliance with service agreements (SLAs) and KPIs, Support the design and optimization of Jira Service Management (JSM) portals and ticket workflows to improve service efficiency and user experience
• Contribute to the continuous refinement and improvement of operational processes to enhance scalability and robustness
• Support the preparation and presentation of operational reports, including KPI tracking, incident analysis, and improvement actions, Support and participate in customer quality meetings, ensuring transparency and alignment on service performance
• Perform root cause analysis (RCA) for incidents and recurring issues, supporting the implementation of preventive measures, Support the creation of P1 & P2 major incident reports, including impact assessment and corrective actions

• Master’s or Bachelor’s degree in Computer Science, Communication or similar
• Minimum 2 years experience in cloud connectivity in automotive or IOT complex architecture
• Experiences with electric vehicle architecture, infotainment, connectivity, over the air programming or vehicle diagnostics are an advantage
• Experience in operations, maintenance, or IT service management environments, ideally in cloud-based systems
• Strong understanding of incident management, problem management, and SLA/KPI
• Hands-on experience with AWS cloud platforms and operational support of hosted applications appreciated, other platforms´ knowledge is the plus
• Hands-on experience with Jira Service Management (JSM) or comparable ticketing tools
• Ability to collaborate effectively with international DevOps teams and L3 support, including managing escalations
• Strong analytical skills with experience in root cause analysis and troubleshooting complex systems, Experience in process optimization and continuous improvement
• Solid reporting skills with the ability to translate operational data into actionable insights
• Fluent in English

• Experience in exciting and international projects
• Continuous salary development
• Da Vinci Corporate Benefits
• On-the-job training and language courses
• Appreciation, motivation and commitment

Nothing provides more motivation than success. Da Vinci Engineering is highly committed to ensuring the own employees' success. Become a part of us!