Lead TOC - Incident & Problem Management

Overview

Who we are

Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world’s most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We’re looking for diverse, talented team members who want to Dream. Do. Grow. with us.

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success. An important part of the Toyota family is Toyota Financial Services (TFS), the finance and insurance brand for Toyota and Lexus in North America. While TFS is a separate business entity, it is an essential part of this world-changing company- delivering on Toyota's vision to move people beyond what's possible. At TFS, you will help create best-in-class customer experience in an innovative, collaborative environment.

To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time.

This position is based in Plano, TX, with a hybrid mix of some in-office time and some remote work.

Who We’re Looking For

The Toyota Financial Services Technology Operations Center is looking for a passionate and highly motivated Major incident/problem manager.

Reporting to the National Manager of the TOC, the person in this role will play a pivotal role in managing major incidents and incident/problem management.

Your primary responsibility is for the end-to-end management of incidents. The major incident manager (MIM) is responsible for leading and facilitating the remediation of all incidents. The MIM acts as a single point of contact for all parties involved in the incident, such as support operations, product owners, subject matter experts, vendors/supplier, business partners, and senior leadership. The MIM coordinates all aspects of the Incident lifecycle, from response, communication, escalation, remediation, and post-mortem activities.

This role is located in our Plano, TX headquarters and is hybrid in nature, with a mix of in office days and some days working remotely; this could change in the future based on business needs. Candidates are expected to live within a commutable distance to Plano, TX.

What You’ll Be Doing

• Lead Technology Operations Center activities, engagement, and escalations.
• Drive consistency and continuous improvement within TOC process and procedures.
• End to end responsibility for the management, communication, escalation, investigation and resolution of major incidents and problem investigation.
• Coordinate and manage bridge calls to facilitate the restoration of major incidents.
• Own escalation efforts to bring all parties together for expedient remediation of impacts to our business and stakeholders.
• Establish command and control on calls to establish business impact for effective communication to stakeholders.
• Filter and reduce distractions that would slow down remediation efforts.
• Work to fulfill all aspects of the incident lifecycle and a smooth transition into the problem management phase.
• Coordinate and collaborate with subject matter experts and other Product owners to follow up on next steps and work toward root cause analysis.
• Ensure all reporting and system documentations are performed and worked within an appropriate timeframe.
• Execution of Incident and Problem Management processes, making sure that items are moving forward.
• 5 Why approach and design thinking around Problem remediation and collaborations with Product Owners.
• Data Analysis, reporting, and automation around problem discovery.
• Continuous Improvement of our service management execution.

What You Bring

• A bachelor’s degree in computer science or related field
• 10+ years of experience in incident management and/or problem management
• Experience with software, hardware and/or systems engineering
• Strong problem-solving skills and ability to remain calm under pressure
• Excellent communication and interpersonal skills
• Good working knowledge of ITIL processes and best practices
• Experience in DevOps practice and methodologies
• Certification in ITIL or related certifications is a plus
• Technical Certifications (AWS or DevOps)

Added Bonus If You Have

• Python or Bash Proficiency
• CI/CD Technical Proficiency

Belonging at Toyota

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10+ different Business Partnering Groups across 100 different North American chapter locations that support team members’ efforts to dream, do and grow without questioning that they belong. As a company that has been one of DiversityInc’s Top 50 Companies for Diversity and a member of The Billion Dollar Roundtable supporting minority and woman-owned suppliers for over 10 years, we are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business.

Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.

Have a question, need assistance with your application or do you require any special accommodations? Please send an email to talent.acquisition@toyota.com.