Incident Management Engineer

Job Description

Via is seeking an Incident Management Engineer to join their Network Operations Center team in Melbourne. This role is crucial for monitoring and maintaining the health of Via's network around the clock. The Incident Management Engineer will be responsible for tackling real-time issues, preventing outages, and ensuring systems run smoothly, directly impacting the company's performance and customer satisfaction.

The Incident Management Engineer will play a crucial role in maintaining system stability and driving Via's growth.

What This Role Involves

• Keeping a close eye on Via’s services and servers.
• Handling incidents quickly and professionally.
• Monitoring global infrastructure, including cloud services, servers, and applications.
• Managing internal communications regarding service degradation and status changes.
• Working with various R&D teams to resolve complex issues.
• Implementing timely solutions to customer issues and escalating when needed.

Who They Are Looking For

• Excellent communication skills in English (verbal and writing).
• A background in Computer Science / Engineering / Information Systems or similar areas.
• At least 2 years experience with troubleshooting and providing Tier 2 support / IT Services support in a SaaS environment at a global company.
• Able to work shifts, including one weekend a month.
• Highly service-oriented and empathetic.
• Ability to work under pressure in a Production environment.
• Great sense of urgency to identify and triage incidents quickly.
• A team player who collaborates well but can also work independently.
• Scripting/Programming knowledge (preferably Python and Bash).

What Via Offers

• Opportunity to work with a company transforming transportation through technology.
• Structured orientation and training to build necessary skills and expertise.