Job ResponsibilityMercedes-Benz Mobility supports the sales of Mercedes-Benz Group's automobile brands with financial services, which range from financing and leasing to insurance, car rental and fleet management.
Following the strategy of the Mercedes-Benz Mobility AG to digitize and automate the business processes including the money lending process, the role of the Hub Product Owner resides in the Digital Solution Center Sales of the Mercedes-Benz Mobility AG within the CTO unit. The Digital Solution Center Sales is responsible for designing and delivering digital solutions for the domain sales within MBM.
The IT Incident Analyst is responsible for managing post-production incidents by performing in-depth root cause analysis, countermeasures and solution planning. Together with the Operations Team, they provide 2nd & 3rd Level support for digital products in the sales domain that are live in the Asia-Pacific Region. Close cooperation is required with dedicated product development teams in following areas: Point-of-Sales customer facing platform, Online Sales, Digital Contracting and others to ensure overall solution operation and smooth customer experience. The IT Incident Analyst determines a course of action based on guidelines and modifies processes and methods as required. This role also closely collaborates with solution architects, area experts, service managers and L1 and L2 product support across countries and markets.
Your tasks will be:
Provide Service Operations support, i.e. post-production incidents for live digital products in Asia-Pacific markets; ensure that SLAs are met and root cause analysis done for P1/P2 tickets
Coordinate the involved areas (Market IT, TAF Partner, Product Teams) during the resolution, testing and release of the fix
Support and maintain the Incident Management process and associated documentation; take an proactive role in improving existing approaches.
Monitor application performance and take steps to improve overall performance and stability
Be part and shape the Operations teams to establish a reliable, scalable and highly automated systems landscape
Team-up with other engineers to optimize architecture, code, and infrastructure to make sure business-critical applications are fast, stable, reliable, and available
Conduct system analysis, configuration management and develop improvements for system software performance, availability and reliability
Work closely with software engineers and testers to ensure the system is responding properly to non-functional requirements such as performance, security, and availability
Closely align and collaborate with the central digital products such as INFINITE, ABACUS, DSPNext, eContracting, etc.
Ensure timely fixes for security vulnerabilities, compliance with standard requirements such as Disaster Recovery and Business Continuity Plan, and renewals of licenses/certificates, and required software/hardware upgrades
Contribute to Site Reliability Engineering culture across the organization by sharing your best practices, approaches, documentation, and code with other engineering teams
Qualifications - External
Education: Completed Degree in Computer Science or IT or equivalent qualification
Experience and specific knowledge:
At least 3 years of working experience in IT Service Operations - incident management, request management and change management
Strong customer orientation with an ability clearly communicate between technical / non-technical contexts
Working knowledge in Windows Server, SQL Server, IIS, MS Office and Linux OS
Good understanding of containers (Docker basics), auto-deployment and version control tools such as Octopus, GitHub, TeamFoundation Server etc.
Very good knowledge of WebServices und Requirements Engineering
Atlassian Products Confluence/Jira
ITIL Foundation certified
Hand-on experience in agile methods and the SAFe Framework
Language skills: Excellent written and spoken English
Soft skills:
Strong collaboration capabilities across a diverse and international environment
Solution-oriented and good communication skills
Flexibility and standby availability
Job RequirementsJob Benifits
