Production Support

Job Requirements
At Quest Global, it’s not just what we do but how and why we do it that makes us different. With over 25 years as an engineering services provider, we believe in the power of doing things differently to make the impossible possible. Our people are driven by the desire to make the world a better place—to make a positive difference that contributes to a brighter future. We bring together technologies and industries, alongside the contributions of diverse individuals who are empowered by an intentional workplace culture, to solve problems better and faster.
Summary
Responsible for driving the successful adoption and operational support of telematics APIs by
defining business requirements, leading feature launches, managing customer and dealer
engagement, and providing technical consultation. Oversees support operations, ServiceNow SLA
compliance, Snowflake data-sharing governance, and continuous process improvement initiatives
while serving as the Tier 2 escalation point for API-related incidents and service outages. Focused
on enabling seamless API consumption, improving customer experience, and ensuring alignment
between business objectives and technical solutions.
Roles & Responsibilities
Define and document business features and requirements for new telematics API
capabilities and enhancements.
Develop business cases and requirements to address recurring API issues and improve
overall API reliability and customer experience.
Lead and coordinate Field Follow Programs for new API endpoints, features, and
functionality launches, ensuring successful adoption and feedback collection.
Drive continuous process improvement initiatives for support operations, enhancing
efficiency, service quality, and stakeholder satisfaction.
Manage customer and dealer communications related to API adoption activities, feature
releases, updates, and support initiatives.
Analyze technical issues, identify root causes, and collaborate with cross-functional teams
to develop effective solutions.
Provide consulting and guidance on API utilization to support business requirements,
integration strategies, and customer use cases.
Oversee day-to-day API Adoption team support operations, ensuring timely resolution of
inquiries and issues.
Manage ticket assignments, monitor service levels, and ensure SLA compliance within
ServiceNow.
Lead project management activities and coordinate business approvals for Dealer and
Customer Snowflake data-sharing initiatives.
Develop and manage the overall business sign-off framework and governance process for
Vision Link Snowflake data-sharing programs.
Act as Tier 2 (T2) Support lead for API service disruptions and outages, managing
escalations, stakeholder communications, and resolution coordination.
Responsible for driving operational excellence, streamlining support processes, and
mentoring the Tier-2 team to ensure high service levels and continuous improvement.
Maintain ownership of Tier-2 and SRE scope of work and ensure alignment with ITSM
standards.
Work closely with product owners, development teams, and subject matter experts
to ensure seamless support handoffs and knowledge retention.
Participate in sprint planning with the development team to stay informed of
upcoming features and proactively prepare support strategies.
Knowledge of the decision-making process and associated tools and techniques,
ability to accurately analyse situations and reach productive decisions based on
informed judgement.
Understanding of effective communication concepts, tools and techniques; ability to
effectively transmit, receive, and accurately interpret ideas, information, and needs
through the application of appropriate communication behaviours.
Monitor and troubleshoot production systems to identify and resolve performance,
scalability, and reliability issues proactively.
Work closely with developers to identify and fix bugs and performance bottlenecks in
the application code
Continuously evaluate systems and processes to identify areas for improvement and
implement changes as needed
Collaborate with cross-functional teams to define and document operational
processes, best practices, and procedures.
Meeting SLO, SLA, SLI’s defined in the Operations model
Setting task prioritization and troubleshoot to closure of incidents
Improve Service observability.
Proactively testing the flexibility and resilience of the system.
People management – Effectively manages the team by providing technical
guidance and offering the right direction whenever needed
We are known for our extraordinary people who make the impossible possible every day. Questians are driven by hunger, humility, and aspiration. We believe that our company culture is the key to our ability to make a true difference in every industry we reach. Our teams regularly invest time and dedicated effort into internal culture work, ensuring that all voices are heard.
We wholeheartedly believe in the diversity of thought that comes with fostering a culture rooted in respect, where everyone belongs, is valued, and feels inspired to share their ideas. We know embracing our unique differences makes us better, and that solving the worlds hardest engineering problems requires diverse ideas, perspectives, and backgrounds. We shine the brightest when we tap into the many dimensions that thrive across over 21,000 difference-makers in our workplace.
Work Experience
7 to 8 + years prior experience in DevOps/Operations Support, SRE and/or application
development teams.
Hands on experience using large scale software development, preferably in one of
these languages: Java, Python, scripting languages is a must
Knowledge of CI/CD solution on any platform with prior experience is must.
Expert knowledge of Infrastructure components. (E.g., routers, load balancers, cloud
products, container systems, compute, storage, and networks).
Deep experience on Key AWS services: EC2, S3, VPC, Route 53, RDS,
CloudFormation, EC2, DynamoDB (NoSQL), Lambda, logging/CloudWatch, IAM,
Certificate Manager, ELB, EBS, ECS, CloudFront/WAF, SQS, SNS, SES.
Expertise in tools like Prometheus, Grafana, AppDynamics, CloudWatch, and
Thousand Eyes for system health monitoring and alerting
Hands on experience on Docker and at least one Docker Container orchestration –
ECS, Kubernetes
Expertise with configuration Management tools like Ansible/Puppet/Chef/PowerShell
or Terraform.
Skills in diagnosing and resolving production issues, conducting root cause analysis,
and writing postmortems
Experience in ITSM tools like ServiceNow and incident response protocols
ITIL Foundation V3 certification added advantage plus knowledge and process in
ITSM, ITIL is a must
Precision in monitoring, alerting, and writing reliable code and continuous
Improvement
A SRE mindset geared toward reducing toil, automating repetitive tasks, and
improving system reliability
Knowledge on Azure Cloud is an added advantage.
Expertise in ELK Monitoring Tool that ensures Open-Source IT monitoring, network
monitoring, server and applications monitoring is an added advantage.
Understanding of Restful API, Apigee or any other API Gateway will be plus.
Expertise with Git, Bitbucket, Jira, Jenkins, Sonar, Splunk, Maven, AIM and/ or
Continuous Delivery tools.
Soft Skills & Operational Mindset and Problem Solving & Resilience
Ability to think critically under pressure and resolve complex issues calmly
Strong interpersonal skills to work across engineering, product, and operations teams

Work arrangement
No