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,