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About the Role
Toyota Automated Logistics (TAL) is seeking an experienced Incident Manager to lead the coordination and resolution of high-priority customer incidents within its Technical Support organization. This role is crucial for managing customer-impacting incidents across global operations, ensuring rapid service restoration and exceptional customer service during business-critical events.
Responsibilities
- Lead the coordination of customer-impacting incidents and service disruptions.
- Establish clear priorities and action plans to enable rapid service restoration.
- Act as the primary communication point for customers during critical incidents.
- Ensure stakeholders receive timely, accurate, and consistent updates throughout the incident lifecycle.
- Coordinate activities across Service Desk, L2, L3, Engineering, Product, Infrastructure, and Site-Based support teams.
- Drive escalation management and ensure appropriate resources are engaged when required.
- Facilitate incident bridge calls, technical war rooms, and stakeholder updates.
- Maintain ownership of incident timelines, action tracking, and decision logs.
- Support Root Cause Analysis activities following major incidents.
- Work closely with Problem Management to ensure corrective and preventative actions are implemented.
- Identify trends and recurring issues to drive continuous service improvement.
- Monitor and report on Incident Management performance, service restoration metrics, and process adherence.
- Contribute to the ongoing development and maturity of Incident Management practices across the organization.
Requirements
- Minimum 5 years of experience in Service Operations, Technical Support, Incident Management, or Service Delivery.
- Proven experience managing complex customer-facing incidents within a multi-disciplinary support environment.
- Strong stakeholder management and customer communication skills.
- Experience leading cross-functional teams in high-pressure operational situations.
- Strong analytical and decision-making capabilities.
- Excellent command of business English, both written and verbal.
- Ability to manage multiple priorities simultaneously while maintaining attention to detail.
Skills
- Incident Management
- Service Operations
- Technical Support
- Service Delivery
- Stakeholder Management
- Customer Communication
- Cross-functional Team Leadership
- Analytical Skills
- Decision-Making
- Business English (Written and Verbal)
- Priority Management
- Root Cause Analysis
- ITIL
- ServiceNow
- Maximo
Location
- Global
Work Type
- Full-time
Experience Level
- Minimum 5 years
Education Level
- ITIL Foundation certification or higher (Preferred)
- Certification or practical experience in Incident Management, Problem Management, or Service Management (Preferred)
About the Company
- Toyota Automated Logistics (TAL) is a global provider of automated logistics and warehouse solutions.
- We combine innovative technology, operational excellence, and customer-focused service to deliver mission-critical automation solutions.
- At TAL, our people are at the heart of our success, fostering continuous learning and development.
- Our collaborative culture encourages innovation, accountability, and a relentless focus on customer outcomes.