Incident Manager - Technical Support
Core
Leading coordination and resolution of high-priority customer-impacting incidents to ensure rapid service restoration and clear communication across global operations.
Role type
Senior Incident Manager (Technical Support)
Builds
Restored customer operations and service continuity for Toyota Automated Logistics clients
Domain
Logistics automation, warehouse solutions, and mission-critical operational environments
Deliverable
client delivery
Required skills
Incident management, stakeholder management, cross-functional team leadership, escalation management, root cause analysis, service improvement, performance monitoring, decision-making under pressure
Preferred skills
ITIL certification, Problem Management experience, RCM methodologies (Kepner-Tregoe, 5 Why), ITSM platform familiarity (ServiceNow, Maximo), international matrix organization experience
Technologies
ServiceNow, Maximo
Responsibilities
Lead coordination of customer-impacting incidents and service disruptions; Act as primary communication point for customers during critical incidents; Coordinate activities across Service Desk, Engineering, Product, and Site-Based support teams; Facilitate incident bridge calls and technical war rooms; Support Root Cause Analysis and work with Problem Management to implement corrective actions; Monitor and report on Incident Management performance metrics
Seniority
Senior, hands-on IC
