IT L2 Operations Engineer

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

📋 Description

• Assume responsibility for incidents escalated from Level 1, resolving them within the Level 2 scope related to 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 communication.

• Implement and oversee FOTA/OTA campaigns, ensuring successful rollout and performing rollbacks as necessary.

• Escalate issues to Level 3 development with well-documented, reproducible cases, including detailed reproduction steps, logs, impact analysis, and excluded possibilities.

• Carry out regular operational duties such as monitoring, health checks, batch job oversight, and interface supervision.

• Develop and maintain runbooks and work instructions for each system under service.

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

• Assist in resolving major incidents under the guidance of the Incident Management Coordinator.

• Promote a shift-left strategy by automating processes, documenting procedures, or routing recurring issues back to Level 1.

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

• Aid in defining the new service's runbooks, incident catalog, and operational methodologies during the ramp-up phase.

⛳️ Requirements

• Bachelor’s degree in computer science, telecommunications, electronic engineering, or a related discipline — or equivalent professional experience, which is equally valued.

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

• Familiarity with working in a service environment driven by SLAs.

• Experience collaborating within an international, distributed team.

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

• Daily operational use of AWS services: EC2, S3, CloudWatch, IAM fundamentals, and log analysis.

• Proficiency in using the Linux command line.

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

• Ability to troubleshoot APIs: REST and JSON, including request tracing, reading API and gateway logs, and working with Postman or similar tools.

• SQL skills at a diagnostic level.

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

• Experience with ITSM tools in daily operations: JIRA, Confluence, and ideally ServiceNow.

• Competence in technical writing in English.

• Proficiency in English at B2–C1 level.

• Willingness to be cross-trained for the Incident Management Coordinator role and rotate between the two positions.

• Availability for the coverage window from Monday to Friday, 05:00–23:00 CET.

🏝️ Benefits

• 100% Remote Work Model available in Spain.

• Support for Home Office Equipment.

• Flexible Work Schedule.

• Policy for International Remote Work.

• Opportunities for Career Development Trainings.

• Monthly Extra Allowances.

• Discounts on VW Group and Partnership Brands.

• Employee Support Program.

• Attractive qualifications.

• Numerous benefits.

• Company health initiatives.