What are the responsibilities and job description for the Senior Technology Operations Center Engineer - Incident Problem Management position at Toyota?
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.
Excited to grow your career at Toyota?
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 experiences 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
As aSenior Technology Operations Center Engineer - Incident Problem Management, you'll play a pivotal role in managing major incidents and incident/problem management. Your primary responsibility is for the end-to-end management of major incidents. The Major Incident Manager (MIM) is responsible for leading and facilitating the remediation of all major 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, and senior leadership. The MIM coordinates all aspects of the Major Incident lifecycle, from response, communication, escalation, remediation, and postmortem activities.
What you'll be doing
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
5 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
Experience with Service Management systems
Excellent communication and interpersonal skills
Good working knowledge of ITIL processes and best practices
Added bonus if you have:
A bachelor's degree in computer science or related field
Certification in ITIL or related certifications is a plus
Technical Certifications (AWS)
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, child care, schools and more.
Flexible spending accounts.
Relocation assistance (if applicable).
Job Posting End Date :
08/7/2024 at 12AM US/CentralManagement Level :
16Applicants 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 or need assistance with your application? Check out the How to Apply section of our careers page on Toyota.com or send an email to talent.acquisition@toyota.com.
