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 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.

WHO WE’RE LOOKING FOR

The TFS Information and Digital Systems (IDS) Department is looking for a passionate and highly motivated Operations Engineer Manager. Operations Engineer Manager primary responsibility is a technical subject matter expert for specific domains to ensure the health of a portfolio. The Operations Engineer Manager is well-educated in DevOps methodology and has an Automation mindset. This role is to partner with the Development and Engineering organizations to facilitate and recommend and drive teams to automate manual work. This role is the conduit between development/engineering and Service Desk. This role will work closely with our key business partners, technical and production teams, and third-party vendors. An Operations Engineer Manager must be motivated High-level interpersonal skills are required to motivate and influence in often challenging situations with excellent technical skills. Areas of focus are not limited to but include the following:

• Establishing an operating model for support teams to fulfill desired support cadence
• Oversee day-to-day support and optimization of Production applications within the given Domain
• Leading Problem Management efforts and driving the team to identify root cause and countermeasures for operational stability
• Performance Improvements
• Identifying automation opportunities for Operational work
• Delivering Technical expertise to Development/Engineering and Operations

WHAT YOU’LL BE DOING

• Managing the Level 2 and Level 3 support of CX Agent Experience Domain. This includes Call Center technologies supporting call agents
• Participate in Major Incident Management calls and help in resolution of high priority Incidents
• Engage the corresponding Factories for issues that need resolution at L4 level
• Participate in Problem Management in attaining countermeasures to avoid incident recurrence
• Provide Operations assessment of Factory technical deliverables
• Provide Non-Functional requirements to Factories
• Identify repeatable tasks and propose automation for repeatable tasks
• Lead teams to ensure that the TRP is updated and particulate in TRP activities
• Coordinate and execute annual Disaster Recovery testing
• Review and ensure accuracy of the information in CMDB
• Review and ensure accuracy of the Application Runbooks, Maintenance Manuals, etc.
• Participate in Operations Assessment of Factory Technical Deliverables
• Ensure proper knowledge transfer has been done for Factory Technical Deliverables
• Collaborate with Factory Release Master to review and assess upcoming releases for support handover
• Identify and Implement threshold for Availability and Response time to be used for application monitoring
• Interface with infrastructure team on upcoming upgrades and transform them into Factory backlog
• Provide Technical and SME knowledge to assigned Factories squads when required
• Suggesting and implementing automation for Operational activities
• Review factory adherence to the FRE checklist and gating criteria for change deployment in Pre-release review
• Retrospect on past releases and provide directions for improvement for factories

The TFS Information and Digital Systems (IDS) Department is looking for a passionate and highly motivated Operations Engineer Manager. Operations Engineer Manager primary responsibility is a technical subject matter expert for specific domains to ensure the health of a portfolio. The Operations Engineer Manager is well-educated in DevOps methodology and has an Automation mindset. This role is to partner with the Development and Engineering organizations to facilitate and recommend and drive teams to automate manual work. This role is the conduit between development/engineering and Service Desk. This role will work closely with our key business partners, technical and production teams, and third-party vendors. An Operations Engineer Manager must be motivated High-level interpersonal skills are required to motivate and influence in often challenging situations with excellent technical skills. Areas of focus are not limited to but include the following:

• Establishing an operating model for support teams to fulfill desired support cadence
• Oversee day-to-day support and optimization of Production applications within the given Domain
• Leading Problem Management efforts and driving the team to identify root cause and countermeasures for operational stability
• Performance Improvements
• Identifying automation opportunities for Operational work
• Delivering Technical expertise to Development/Engineering and Operation