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.
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.
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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
What we'll bring
During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:
- 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
- Relocation assistance (if applicable)
#LI-DNI
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.