OP4C Operational Excellence and Incident Support

Stellantis' Software organization was established to build the most captivating customer experiences on the latest frontier of Automotive Technology. Connectivity brings the customer and the car closer together than ever before and allows Stellantis to build unique experiences that enhance our products, our brands, and our customer's lives. The Stellantis Software organization supports new connected car applications used by Stellantis customers, covering a myriad of technologies and systems and ranges from in-vehicle to off board systems.

The off-board systems are complex in that they cover cloud platforms, user channels, back-office systems, contact centers, various partners and integration with third party systems. All of these systems are developed to support high availability and fast response of services expected by our customers. In addition, the connectivity systems developed by Stellantis are global (build once deploy globally) with regional adaptations.

The Incident Support specialist will be responsible for providing technical support related to the features of our products, as well as collaborating with cross-functional teams to improve the overall customer experience. As part of the goals, he would work to identify opportunities for improvements in our processes through our KPIs and propose solutions. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for customer satisfaction.

Job duties:

The responsibilities of the OP4C Operational Excellence and Incident Support include but are not limited to the following:

• Evaluate and document recurring challenges across support operations.
• Collaborate with team members to gather best practices and improvement ideas.
• Consolidate initiatives and create a global, actionable improvement plan (e.g., process changes with GSCI, PM management, Confluence documentation updates).
• Identify and recommend simplification strategies to streamline processes (e.g., shift-left strategies, MTTR reduction, elimination of duplicate activities).
• Explore and assess opportunities for automation, generative AI integration, and data-driven decision-making.
• Develop and document use cases such as:
• Mass analysis of incident backlogs using Power BI dashboards and advanced analytics.
• AI-assisted classification of incidents.
• AI support tools for operators on specific platforms.
• Apply data analytics techniques to uncover trends, root causes, and improvement opportunities.
• Design and maintain Power BI reports to monitor operational KPIs and visualize performance insights.
• Propose and track the improvements implemented by defined KPIs.

• Provide technical support related to product features.
• Collaborate with product management to identify and resolve feature-related issues.
• Maintain and update documentation for product features and troubleshooting.
• Escalate complex issues to appropriate teams when necessary.
• Train and support other team members on product features.
• Monitor and analyze customer feedback to drive feature improvements.
• Partner with cross-functional teams to enhance the overall customer experience.
• Leverage Power BI to analyze incident trends and customer feedback, supporting proactive issue resolution and feature enhancement.

Basic Qualifications:

• Bachelor's degree
• A minimum of 5 years of experience in customer or technical support, with a focus on product features and operational improvement.
• Strong analytical and problem-solving skills, with experience in data-driven decision-making.
• Proficiency in Power BI for data visualization, dashboard creation, and KPI tracking.
• Familiarity with data analytics techniques to identify trends, root causes, and improvement opportunities.
• Strong technical background and ability to effectively communicate technical information to non-technical audiences.
• Excellent communication and collaboration skills across cross-functional and global teams.
• Ability to work independently and in a team environment.
• Comfortable working in a fast-paced, dynamic environment with evolving priorities.

Preferred Qualifications:

• Bachelor's degree in Computer Science, Engineering, Data Analytics, or a related field.
• Experience with customer support platforms such as ServiceNow.
• Familiarity with agile development methodologies and continuous improvement frameworks.
• Experience supporting global teams and managing initiatives across multiple time zones.
• Exposure to automation tools and generative AI use cases in support operations.