Job Description

Job Description

We are looking for the bold - those willing to respectfully share their ideas and listen to others. We seek out the innovators - those who challenge the status quo when their vision requires a new way of thinking. We reach for the collaborators - those who understand that a diverse team is stronger than any one individual. We seek the self-motivated - those who ask questions, and never stop looking at what’s next. Customer Experience & Connectivity team will be pioneers in the EV movement, energized to connect people to what matters and create a movement towards a better, more sustainable future for all. Our passion fuels our focus to be the best! Are you ready?

About GM Europe

General Motors (NYSE:GM) is a global company focused on advancing an all-electric future. At the heart of this strategy is the Ultium battery platform, which will power everything from mass-market to high-performance vehicles. Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion. Our team brings their collective passion to deliver on this ambitious future in Europe. We are proud of our achievements across the globe however we have the biggest opportunity to change the way people live, move, and connect in Europe.

About this role

This role is highly technical and requires deep understanding of carrier wireless network and back end systems/applications interactions. This position will be responsible for Monitoring, Analysis and Troubleshooting the Wireless network performance and operations as it relates to OnStar systems. The role will require the implementation of new processes, operational activities and procedures for current and future regions. Interface with wireless carriers to understand configuration and maintenance of physical and logical network components. Also, support will need to be provided to resolve network issues that come through the customer service center.
The successful candidate will demonstrate a high level of knowledge related to network technologies and display strong troubleshooting skills. They will need to be skilled in using network diagnostic tools and software to investigate network problems.
The person in this role will work cross-functionally and globally to collaborate with Business, IT development and operations, engineering, and quality teams, to ensure the flawless launch of connected vehicles programs. The selected candidate will also work with product owners (our customers) and customer experience organizations to define, track and measure our services so that we can best support and improve our connected vehicle customer experiences.
This role will report to the Connected Operations Manager, GM OnStar.

Responsibilities include, but are not limited to, the following:

• Provide Support for network connectivity or related network issues for user community
• Troubleshoots, diagnoses, and resolves problems with our wireless carriers
• Define and develop monitors to measure network activity and identifies possible network problems
• Fully understand & document system work flows associated with back-end interactions between wireless service providers and GM backend systems, such as Inventory, lifecycle of OnStar In-vehicle services etc.
• Develop monitors and metrics to measure the carrier integration API performances
• Execute network test plans, as needed, for new device launch and troubleshooting
• Solves engineering related problems and create alternative solution to ensure continued operation
• Participate/Lead design/process related technical discussions with development teams and/or other stakeholders
• Create change requirements by describing high level business objectives, business benefits and functional requirements
• Participate in iterative co-validation sessions with IT counter parts (mostly developers and testers) as an SME to ensure that requirements have been correctly implemented
• Works closely with wireless carriers and vendor partners to resolve performance issues
• Work with other System Operations team members to develop and improve operational playbooks
• Technically guide fellow team members and engineering teams on wireless network topics
• Travel as required
• Apply various visualization tools to extracted data in order to provide unique and insightful results
• Position requires operational support per on-call schedule
• Handle escalated tickets and issues from customers

#LI-LV1

Additional Job Description

Required Skills and Experience:

• 8+ years of relevant Cellular/Mobile, Engineering or IT work experience.
• 5+ years of experience in Cellular/Mobile industry, related to GSM, UMTS and LTE technologies
• Familiarity with telecommunications technologies and protocols, including SS7, TCP, UDP, IP, SIP, VoIP, T1, Ethernet.
• Solid understanding of Cellular Core Network Architecture and Radio Access Network.
• Solid understanding of mobile cellular acquisition and call flows for Voice, SMS and Packet Data Calls
• Solid understanding of data communication principles, including OSI and TCP/IP protocol models, including network security for both wireless and telephony networks
• Experience in testing and debugging End-to-End 3GPP wireless device call performance in live networks
• Familiarity with AAA, HA, GGSN, SGSN, HLR, PDSN, HSS, MME, S-GW, P-GW
• Experience in authoring Cellular network RFP requirements; evaluate and disseminate RFP responses toward selection of optimum vendor
• Experience in the management of Mobile Network Operator vendors.
• Experience in the management of Mobile Network Operator’s to meet Service Level Performance requirements in Wireless Service Agreement.
• Exposure to carrier provisioning workflows and back end systems
• Experience creating SQL monitors and metrices.
• Operational experience supporting cellular network components, creating or executing operational playbooks with venders to resolve customer issues or outages
• Knowledgeable and comfortable with new technologies and business models
• High level of analytical ability where problems are complex and difficult
• Excellent verbal and written communication skill in English and Regional Language.

Preferred Skills:

• Prior experience with vehicle infotainment, telematics, or navigation systems
• Knowledge of OnStar System and support systems.
• Direct experience at OnStar in one or more of the following areas:

• Requirements definition
• Issue resolution
• Product validation
• Process definition
• Service delivery

Education:

• Master’s or Bachelor’s degree in Computer science, Information technology, or related degree.

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.