OTA Delivery and Triage Engineer - GM AMEO - Headquarters - GM AMEO - Headquarters

Job Description

At General Motors, we don’t just build great cars, trucks, and crossovers. We design the customer mobility experience. We are developing cutting edge technology on next generation infotainment systems and in-vehicle connectivity. This technology is a key enabler to things like smarter car sharing programs, more advanced active safety, and even autonomous driving.  The Connected Vehicle Operations team and its members operate world’s largest 4G LTE network in the automotive industry, supporting millions of connected vehicles and their services, enabling the capture of extensive amount of vehicle data to our Big Data platform. We make sure that system performance can support business objectives. We drive continuous improvement that directly contributes to GM’s bottom line.  Our cross functional OTA teams are driving game changing technology to the consumer and the automotive industry.
 

As the OTA Delivery and Triage Engineer your responsibilities include, but are not limited to, the following:

• Understand core strategies, feature requirements, and operational process requirements for OTA programming.
• Understand and support project timelines and software campaign rollout timing.
• Work with multi-functional OTA teams to deliver updated software content to engineering development, preproduction, and production vehicles.
• Work via a multi-functional effort with Product Development, Aftersales Engineering, Development, and other resources who support software updates, from project inception, validation, and approval process through delivery.
• Collaborate with our Validation Team partners to develop and execute a comprehensive validation plan to ensure robust field performance.
• Work as liaison to escalate and prioritize issues, assist in technical triages (as needed) and track corrective action from technical teams to closure.
• Define/refine robust scalable execution processes and formally document for use by all engaged in the OTA discipline.
• Measure key performance indicators (KPI’s), identify gaps in performance, and use transactions & interactions to improve the overall OTA Customer Experience.
• Provide regular status updates on current performance and performance enhancement activities
• Strong communication and interpersonal skills as well as proven problem-solving abilities
• Update related process flows, performance, and other documents to reflect the changes and communicate them with all the stakeholders
• Identify necessary process improvement and proficiency gains (i.e. innovation) by working with other business stakeholders such as global stakeholders and SMEs
• Participate/Lead design/process related technical discussions with development teams and/or other stakeholders
• Work with cross functional teams to acquire test vehicles
• Ability to prioritize work with only limited direction from supervisor.

Required Skills and Experience:

• 7-10 years of troubleshooting/triage and system analysis experience (operations environment preferred)
• 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
• Strong demonstrable experience and understanding of application architecture and design principles related to system integration of client components, web services, and databases
• Strong RDMS (relational data base management) database skills and significant Oracle/SQL/Hadoop/Hive query & development experience.
• Strong Power BI, Cognos and Tableau or other relevant BI reporting systems.
• Proficiency with MS Office suite
• 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 interpersonal skills to work effectively with others
• High level of analytical ability where problems are unusual and difficult
• Experience working with technical teams during time sensitive/issue resolution incident management
• Excellent verbal and written communication skill in English and Regional Language.
• Handle escalated tickets and issues from customers 
• Position requires operational support per on-call schedule
• Travel as required to fulfill responsibilities < 5%

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

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 volunteer opportunities. 

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.