Incident Manager

ECARX is a global mobility-tech company partnering with OEMs to reshape the automotive landscape as the industry transitions to an all-electric future. As OEMs develop new vehicle platforms from the ground up, ECARX is developing a full stack solution – central computer, System-on a chip (SoCs) and software to continuously improve the in-car user experience. The company’s products have been integrated into more than 5 million cars worldwide and continues to shape the interaction between people and vehicles advancing the technology at the heart of smart mobility.

Job Summary:

As an Incident Manager, you will be at the forefront of ensuring our services remain stable and reliable, playing a pivotal role in responding to and managing incidents that may impact our business operations. You will be responsible for minimizing the impact of service outages, failures, security breaches, and other incidents by adhering strictly to Service Level Agreements (SLAs). Your role will also involve close collaboration with suppliers and other external partners to ensure seamless incident resolution and continuous improvement.

Key Responsibilities:

• Incident Response and SLA Management:
  • Ensure rapid and effective response to incidents, including service outages, system failures, and security breaches, with a strong focus on adhering to and maintaining SLAs.
  • Manage the entire incident lifecycle, from identification and classification through resolution and closure, ensuring all actions meet or exceed SLA requirements.
  • Provide 24/7 support as required, ensuring incidents are resolved within the agreed timeframes to minimize business disruption.
• Troubleshooting and Root Cause Analysis:
  • Conduct in-depth troubleshooting to quickly identify the root cause of incidents.
  • Implement immediate, short-term solutions to mitigate impacts, while working on comprehensive long-term resolutions to prevent recurrence.
• Supplier Collaboration:
  • Work closely with suppliers and external partners to ensure their actions align with our incident management processes and SLA requirements.
  • Facilitate communication and coordination with suppliers to expedite resolution of incidents and ensure compliance with contractual obligations.
  • Monitor supplier performance related to incident management and provide feedback to enhance collaboration and service delivery.
• Incident Reporting:
  • Prepare and deliver detailed incident reports, including root cause analysis, resolution steps, and recommendations for prevention.
  • Maintain clear and consistent communication with stakeholders, including suppliers, to keep them informed of incident status, impact, and resolution efforts.
• Continuous Improvement:
  • Identify opportunities to enhance incident management processes, reduce incident frequency, and improve overall system reliability.
  • Collaborate with internal teams and suppliers to implement preventative measures and drive continuous improvement in service delivery.

Qualifications:

• Proven experience in incident management, with a strong focus on maintaining SLAs, preferably in a technology or automotive environment.
• Demonstrated ability to collaborate effectively with suppliers and external partners to achieve resolution goals.
• Strong problem-solving skills, with the ability to quickly diagnose and resolve complex technical issues.
• Excellent communication skills, capable of conveying technical information clearly to both technical and non-technical stakeholders.
• Experience with ITIL or other incident management frameworks is highly desirable.
• Ability to work under pressure and manage multiple incidents simultaneously.
• Availability to provide 24/7 support as required.