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.

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.

Who we're looking for

Connected Technologies is a newly formed group within Toyota, focused on delivering industry-leading user experiences and new technologies for our Toyota and Lexus vehicles. We're looking for a passionate and highly motivated Service Operations Engineer II for our growing Software Engineering Group! You will be responsible for supporting and implementing problem management processes and procedures. Including developing necessary TBPs, identifying and tracking countermeasures, and acting as a recurrence prevention champion.

• Work to ensure our ITSM practices around key areas such as Incident, Problem, Change, and Release Management are consistently being followed and processes run smoothly and effectively.
• Work to further develop, modify, and optimize our existing Service Management Practices as appropriate.
• Collaborate with business and IT stakeholders to ensure smooth and reliable delivery of software and systems to fulfill business objectives, support business processes, and ensure business continuity.
• Assist the Program/Project Manager and development teams across multiple workstreams in planning, maintaining Forward Schedule Release Calendar, and timely communication of release schedules, artifacts, and status to all stakeholders.
• Conduct release readiness reviews, and milestone reviews, lead and coordinate the go-live activities including the execution of the deployment plans and checklists.
• Ensure that the organization's release controls are documented and well understood by development teams and support teams.
• Ensure that all changes are managed in a controlled manner, including standard, normal, and emergency maintenance relating to business processes, applications, and infrastructure.
• Participate/Chair the Change Advisory Board (CAB) and ensure the CAB has the information needed to evaluate changes Providing oversight of expedited and emergency changes, ensuring the correct escalation path is followed.
• Evaluate all requests for change (RFCs) to determine the impact on business processes and IT services, and to assess whether change will adversely affect the operational environment and introduce unacceptable risk.
• Ensure that changes are logged, prioritized, categorized, assessed, authorized, planned, and scheduled, and are introduced in a controlled and coordinated manner.
• Ensure all P1 incidents and selected P2 incidents are resolved appropriately and forwarded through the appropriate problem management process as required.
• Coordinating Post Change reviews with the change owners as necessary, feeding any follow-up actions into the Problem Management / Root Cause Analysis (RCA) processes.
• Participate in the problem management process to get to the root cause of technology problems to improve the availability of systems and manage the end-to-end lifecycle of problems.
• Analyze incident trending for possible chronic incidents that should be considered for proactive problem management.

• Demonstrated experience in IT operations and IT Service Management position.
• Proven experience with IT Service Management, and ITIL practices, with practitioner certification in Incident, Change, Release, and Problem preferable.
• Knowledge of deployment and implementation methodologies (Agile, CI/CD, Blue/Green, Canary) of related technical change management experience.
• Experience in project management and knowledge of approaches, tools, and phases of the project lifecycle.
• Solid understanding of the software development lifecycle.
• Understanding of configuration management principles.

• Bachelor's Degree or 4 years of relevant work experience.
• ITIL Certification (version 3 or 4) is preferred.
• Strong understanding of ITIL best practices.
• JIRA Service Management and/or ServiceNow.

• A work environment built on teamwork, flexibility, and respect.
• Professional growth and development programs to help advance your career, as well as tuition reimbursement.
• Team Member Vehicle Purchase Discount.
• Toyota Team Member Lease Vehicle Program (if applicable).
• Comprehensive health care and wellness plans for your entire family.
• Flextime and virtual work options (if applicable).
• Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute.
• Paid holidays and paid time off.
• Referral services related to prenatal services, adoption, childcare, schools and more.
• Flexible spending accounts.