Are you passionate about leading teams through complex operational challenges and ensuring customers receive exceptional service during business-critical incidents? Do you thrive in high-pressure situations, bringing structure, clear communication, and decisive leadership to restore services quickly and effectively?

Toyota Automated Logistics (TAL) is looking for an experienced Incident Manager to join our Technical Support organization and play a key role in managing customer-impacting incidents across our global operations.

Your Department

Technical Support is responsible for supporting Toyota Automated Logistics customers worldwide. Our teams operate across multiple technical disciplines, including Service Desk, Application Support, Controls, Software, Infrastructure, and Site-Based Operations.

The Technical Support organization acts as the central coordination point for restoring customer operations when incidents occur. We work closely with customers, field engineers, product teams, and operational stakeholders to minimize disruption and maintain service excellence.

Your Position

As an Incident Manager, you will be responsible for leading the coordination and resolution of high-priority customer incidents. You will act as the central point of contact throughout the incident lifecycle, ensuring effective communication, clear ownership, and alignment across all technical and operational teams.

The role combines incident coordination, customer communication, stakeholder management, and continual service improvement. You will drive incidents through to resolution while maintaining a relentless focus on customer outcomes and service restoration.

In addition to managing active incidents, you will support post-incident reviews, identify opportunities for service improvement, and work closely with Problem Management to reduce repeat occurrences.

You will report to the Technical Support Manager.

Tasks and 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.
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