IT L2 Operations Engineer

This is a fully remote position, open to applicants in Spain.

📋 Description

• Manage incidents escalated from Level 1 and resolve them within the Level 2 scope, focusing on connectivity, FOTA/OTA, telematics, remote diagnostics, and fleet APIs.

• Conduct diagnostics across the entire stack, including application logs, interfaces, APIs, cloud services, and device-to-cloud communications.

• Implement and oversee FOTA/OTA campaigns, ensuring successful rollout and executing rollbacks when necessary.

• Escalate cases to Level 3 development with well-documented, reproducible examples that include reproduction steps, logs, impact assessment, and ruled-out causes.

• Carry out monitoring, health checks, batch job oversight, and interface supervision.

• Create and update runbooks and operational instructions for each system under management.

• Acquire knowledge from current teams as new systems are integrated into service.

• Assist in major incident resolution alongside the Incident Management Coordinator.

• Promote a shift-left approach by automating, documenting, or transferring recurrent issues to Level 1 support.

• Fill the Incident Management Coordinator role during rotation post cross-training.

• Aid in defining the new Level 2 IT Operations service, including runbooks, incident catalogs, and operational methodologies.

⛳️ Requirements

• Bachelor's degree in computer science, telecommunications, electronic engineering, or a related field — or equivalent professional experience that is equally valued.

• 3–5 years of experience in Level 2 support, application operations, or platform operations.

• Familiarity with an SLA-driven service environment.

• Experience in working within an international, distributed team.

• 3–5 years of Level 2 support experience with cloud-hosted applications or connected products.

• Proficient in AWS with hands-on experience: EC2, S3, CloudWatch, basic IAM, and log analysis.

• Competent with Linux command line usage.

• Proficient in scripting with Python or Bash for diagnostics and routine automation tasks.

• Capable of API troubleshooting: REST and JSON, request tracing, reading API and gateway logs, and using Postman or similar tools.

• Basic SQL skills for diagnostic purposes.

• Familiarity with monitoring and observability tools such as CloudWatch, Grafana, Splunk, Datadog, or similar platforms.

• Regular use of ITSM tools: JIRA, Confluence, and ideally ServiceNow.

• Strong technical writing skills in English for creating runbooks, work instructions, and escalation documentation.

• English proficiency at B2–C1 level.

• Eagerness to be cross-trained for the Incident Management Coordinator position and rotate between roles.

• Analytical, methodical, self-sufficient, comfortable with uncertainty, collaborative across distances, inquisitive, and service-oriented.

🏝️ Benefits

• 100% Remote Work Model in Spain.

• Support for Home Office Equipment.

• Flexible Work Schedule.

• International Remote Work Policy.

• Career Development Training Opportunities.

• Monthly Additional Allowances.

• Discounts from VW Group and Partnership Brands.

• Employee Support Program.