Senior Software Engineer-Fico Platform

Ford Credit is experiencing significant business transformation in an ever-changing digital world . To create this all-new automotive financing experience, within our Ford Credit Tech team we are gathering a team of world-class strategists, innovators, creators, and technology leaders , who will help to unlock the power of technology and transform our relationship with customers .

The Ford Credit Tech team in India is seeking an engineer who thrives in a dynamic, continuously evolving environment, applying proactive monitoring, effective communication, and comprehensive incident and problem management . Your approach will be deeply rooted in observability principles , leveraging analysis of logs, network traces, and performance metrics to maintain system health. Your diligence in this high-impact position is crucial for upholding business continuity and ensuring regulatory compliance, utilizing a specific set of modern monitoring and analysis tools

• Bachelor's degree (or equivalent applied experience) in Computer Science, Software Engineering, or a related field.
• Senior Profile: 5+ years' experience as a Software Engineer or in a Production Support role.
• Deep and applied knowledge of ITIL principles , especially Incident and Problem Management, including severity classification and problem lifecycle.
• Deep understanding and practical experience with Observability principles (logs, metrics, traces).
• Expert proficiency in ServiceNow for ITSM (incident, problem, major incident management, triage, assignment, documentation).
• Expert proficiency in Dynatrace (transaction tracing, UI/Backend monitoring, session analysis).
• Expert proficiency in Google Cloud Platform (GCP) Observability Tools (Logs Explorer, Cloud Monitoring, Cloud Trace, Cloud Profiler, GCP Observability Errors).
• Skilled proficiency in Splunk (log analysis, dashboards).
• Skilled proficiency in Power BI for reporting and dashboard creation.
• Skilled proficiency in Jira for project management and task tracking.
• Familiarity with database concepts (desirable).
• Familiarity with operating systems and scripting (e.g., Python, Shell scripting ) is desirable.
• Ability to understand and apply Service Level Agreements (SLAs) for supported applications.

Soft Skills:

• Excellent verbal and written communication skills for interacting with users and technical teams, including ad-hoc incident chats and high-level stakeholder communications.
• Strong problem-solving and analytical skills for diagnosing complex issues and identifying root causes.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Proactive, detail-oriented, and customer-service-driven mindset.
• Ability to work effectively in a multicultural team environment , including global collaboration and shift handovers.
• Adaptability and willingness to contribute to continuous process improvement in a changing environment.
• Rigorous commitment to regulatory compliance and data privacy, as well as proper handling of sensitive information .

Additional Qualifications:

• Experience with Everbridge is desirable

Work Schedule: This role requires working a fixed schedule from 9 AM to 5 PM UK

Incident Management & Communication:

• Proactively monitor communication and system health channels for new incidents, alerts, and collaborate on global shift handovers.
• Validate and triage incoming incidents in via an ITSM ticketing system (ServiceNow), assessing impact, urgency, and priority based on the define enterprise criteria.
• Evaluate, assign, and track incidents in ServiceNow, ensuring proper escalation to relevant teams and personnel.
• Manage direct customer support tickets in ServiceNow, guiding users on proper reporting.
• Perform a major incident coordination role to liaise with central teams, providing accurate business-focused information for timely executive communication.
• Act as a primary communication channel during incidents, providing clear, concise, and timely updates to all stakeholders, including senior leadership.
• Contribute to the closure of Major Incidents by verifying service restoration and providing final summaries for central teams.

Problem Management:

• Proactively drive the problem management process to help teams identify underlying causes of incidents that warrant formal investigation.
• Create and populate Problem records in ServiceNow from related incidents, detailing problem information gather through initial assessment.
• Document comprehensive workarounds and detailed permanent resolution information when discovered through initial investigation.
• Actively contribute to minimizing service disruption, accelerating service restoration, identifying root causes, and eliminating recurring incidents.

Observability, Proactive Monitoring & Technical Diagnosis:

• Apply observability principles (logs, metrics, traces) to understand system performance and diagnose issues.
• Perform log analysis and transaction tracing across FCE applications to support proactive incident mitigation and rapid resolution.
• Utilize Dynatrace for Application Performance Monitoring, transaction tracing, UI/Backend monitoring, error detection, and user session analysis.
• Utilize Splunk for machine-generated data analysis, including specific dashboards.
• Leverage GCP Observability Tools (Logs Explorer, Cloud Monitoring dashboards, Cloudbuild for deployments, GCP Observability Errors) for monitoring and diagnosis.
• Proactively monitor traffic, failure rates, and application health for critical services and the main application.
• Escalate unidentifiable root causes to IT teams with relevant context.

Reporting and Data Analysis:

Generate reports and data visualizations using Power BI to analyse trends, service status, application performance, and incident impact, supporting continuous improvement and informed decision-making.