Summary:

Responsible for driving the successful adoption and operational support of telematics APIs by defining business requirements, leading feature launches, managing customer and dealer engagement, and providing technical consultation. Oversees support operations, ServiceNow SLA compliance, Snowflake data-sharing governance, and continuous process improvement initiatives while serving as the Tier 2 escalation point for API-related incidents and service outages. Focused on enabling seamless API consumption, improving customer experience, and ensuring alignment between business objectives and technical solutions.

Responsibilities:
- Define and document business features and requirements for current telematics API capabilities and enhancements.
- Develop business cases and requirements to address recurring API issues and improve overall API reliability and customer experience.
- Lead and coordinate Field Follow Programs for new API endpoints, features, and functionality launches, ensuring successful adoption and feedback collection.




- Drive continuous process improvement initiatives for support operations, enhancing efficiency, service quality, and stakeholder satisfaction.
- Manage customer and dealer communications related to API adoption activities, feature releases, updates, and support initiatives.
- Analyze technical issues, identify root causes, and collaborate with cross-functional teams to develop effective solutions.
- Provide consulting and guidance on API utilization to support business requirements, integration strategies, and customer use cases.
- Oversee day-to-day API Adoption team support operations, ensuring timely resolution of inquiries and issues.
- Manage ticket assignments, monitor service levels, and ensure SLA compliance within ServiceNow.
- Lead project management activities and coordinate business approvals for Dealer and Customer Snowflake data-sharing initiatives.
- Develop and manage the overall business sign-off framework and governance

📌 Senior Site Reliability Engineer (Chennai)
🏢 Aditi Consulting
📍 Chennai