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 Level 2 parameters, focusing on connectivity, FOTA/OTA, telematics, remote diagnostics, and fleet APIs.

• Conduct diagnostics on application logs, interfaces, APIs, cloud services, and device-to-cloud communications.

• Implement and supervise FOTA/OTA campaigns, ensuring successful rollouts and executing rollbacks when necessary.

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

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

• Create and update runbooks and work instructions for all systems under service.

• Acquire knowledge transfer from existing teams as systems transition into the service.

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

• Automate, document, or delegate repetitive tasks to Level 1 support.

• Assume the role of Incident Management Coordinator during rotation after completing cross-training.

⛳️ Requirements

• A degree in computer science, telecommunications, electronic engineering, or a related discipline — or equivalent professional experience, which is equally considered.

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

• Familiarity with an SLA-driven service environment.

• Proven experience in an international, distributed team setting.

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

• Proficiency in AWS for daily operations: EC2, S3, CloudWatch, basic IAM, and log analysis.

• Competence in Linux command line and scripting using Python or Bash.

• API troubleshooting skills: REST and JSON, request tracing, API and gateway logs, and experience with Postman or similar tools.

• SQL knowledge at a diagnostic level.

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

• Familiarity with ITSM tools: JIRA, Confluence, and ideally ServiceNow.

• Proficient technical writing skills in English.

• English proficiency at B2–C1 level.

• Openness to cross-training for the Incident Management Coordinator role and willingness to rotate between positions.

🏝️ Benefits

• 100% Remote Work Model in Spain.

• Support for Home Office Equipment.

• Flexible Work Schedule.

• International Remote Work Policy.

• Opportunities for Career Development Training.

• Monthly Additional Allowances.

• Discounts for VW Group and Partnership Brands.

• Employee Support Program.