Incident Manager - Technical Support

Incident Manager - Technical Support

Job Description

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.

Your Profile

As an Incident Manager, you are calm under pressure, highly organized, and able to bring structure to complex situations. You are a natural communicator who can confidently engage with customers, technical specialists, and senior leadership alike.

You demonstrate strong analytical and problem-solving capabilities and can influence teams across organizational boundaries to achieve the best outcome for our customers.

Essential 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.

Preferred Qualifications

• ITIL Foundation certification or higher.
• Certification or practical experience in Incident Management, Problem Management, or Service Management.
• Experience within logistics, warehouse automation, manufacturing, or mission-critical operational environments.
• Knowledge of Root Cause Analysis methodologies such as Kepner-Tregoe, CoThink RATIO, 5 Why, or Fishbone Analysis.
• Familiarity with ITSM platforms such as Maximo, ServiceNow, or similar tools.
• Experience working within international and matrix organizations.

What Success Looks Like

• Customer incidents are managed professionally and efficiently.
• Stakeholders receive clear, timely, and accurate communication.
• Service restoration times improve through effective coordination.
• Root causes are identified and preventative actions implemented.
• Customers have confidence that their incidents are being actively managed.
• Technical teams operate with clear direction and accountability during incidents.
• Continuous improvements are identified and implemented across Incident Management processes.

About Toyota Automated Logistics

Toyota Automated Logistics (TAL) is a global provider of automated logistics and warehouse solutions, supporting customers across a wide range of industries. We combine innovative technology, operational excellence, and customer-focused service to deliver mission-critical automation solutions that keep our customers moving.

At TAL, our people are at the heart of our success. We believe in empowering individuals, fostering continuous learning, and creating opportunities to develop both professionally and personally. Our collaborative culture encourages innovation, accountability, and a relentless focus on customer outcomes.

If you are ambitious, customer-focused, and passionate about operational excellence, we invite you to join us and help shape the future of Technical Support at Toyota Automated Logistics.

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