TomTom

IT Operations Specialist II

TomTom

full-time

Posted on:

Location Type: Hybrid

Location: Pune • 🇮🇳 India

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Job Level

Mid-LevelSenior

Tech Stack

CloudMicroservicesPythonServiceNowSQL

About the role

  • Provide End to End technical support for all inquiries via the TomTom Help Center (including bugs, feature requests, support questions, and product inquiries).
  • Ensure effective communication and timely problem resolution in line with Service Level Agreements (SLAs) and Service Level Objectives (SLOs).
  • Accurately triage and categorize customer issues, escalating to product or engineering teams as needed.
  • Maintain up-to-date and synchronized ticket information across customer and internal systems (e.g., ServiceNow, Jira).
  • Contribute to the development and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and best practices.
  • Promote and support customer self-service through TomTom’s online portals and dashboards.
  • Train and share knowledge with fellow team members and across other TomTom teams.
  • Act as a key stakeholder in defect and change management processes, coordinating with delivery management, product teams, and pre-sales teams.
  • Support the onboarding and provisioning of new and existing contracted customers.
  • Work closely with Customer Program Managers (CPMs), Account Managers, and Product Units to ensure seamless customer handoffs and issue resolution.
  • Participate in postmortems and generate actionable insights from customer feedback to drive continuous product improvement.
  • Track and report on key support metrics, including ticket turnaround time, customer satisfaction (CSAT), and self-service utilization rates.
  • Actively contribute to operational excellence initiatives including automation and process improvements.
  • Identify innovative, out-of-the-box or customer-built (AI) methods for solving complex Tech Support challenges.
  • Lead implementation of new solutions to enhance the learning and support experience.

Requirements

  • Bachelor's degree in computer science, Information Technology, Geospatial Science, Geography, or a closely related field (or equivalent experience)
  • 5+ years of experience in technical support, GIS/mapping support, or a related field — ideally in a SaaS, automotive, mapping/location‑technology, or other relevant tech environment.
  • Strong understanding of mapping, navigation, and geospatial technologies.
  • Hands-on experience with map formats (NDS, PBF, GeoParquet), open-source GIS tools, and spatial databases.
  • Experience with Python, SQL, or equivalent for troubleshooting, data analysis, or prototyping
  • Understanding map-matching, location services, and positioning technologies (GPS, Imagery, etc.).
  • Able to perform simple API calls (e.g. using Postman or cURL) and interpret the results.
  • Strong troubleshooting and analytical problem-solving skills.
  • Customer-centric mindset with commitment to delivering high-quality support and enabling self-service solutions.
  • Excellent written and verbal communication skills, including the ability to produce technical documentation.
  • Collaborative team player, capable of working in a cross-functional, global environment.
  • Strong organizational skills, attention to detail, and ability to handle multiple priorities simultaneously.
  • Experience with ticketing systems used by TomTom (ServiceNow, Jira) and Knowledge Base Tools.
  • Familiarity with APIs- Microservices and RESTful integrations, Cloud Services
  • Knowledge of ADAS/HD map layers and familiarity with automotive standards (ISA, ADAS, AV, HD Maps) is an advantage.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
PythonSQLmap formatsopen-source GIS toolsspatial databasesAPI callsmap-matchinglocation servicespositioning technologiestroubleshooting
Soft skills
analytical problem-solvingcustomer-centric mindsetwritten communicationverbal communicationcollaborative team playerorganizational skillsattention to detailability to handle multiple priorities
Certifications
Bachelor's degree in computer scienceBachelor's degree in Information TechnologyBachelor's degree in Geospatial ScienceBachelor's degree in Geography