Incident Response Manager

Overview

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.
To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time .

This position is an onsite role based in Plano, TX

Who We're Looking For

We're looking for a passionate and driven Incident Response Manager to play a pivotal role in managing major incidents and leading incident/problem management efforts. In this role, you'll be responsible for the end-to-end management of incidents, ensuring swift resolution and minimal impact to our users.

As the Incident Response Manager, you'll act as the single point of contact for all parties involved in an incident, including support operations, product owners, subject matter experts, vendors, business partners, and senior leadership. You'll coordinate every aspect of the incident lifecycle-from response and communication to escalation, remediation, and post-mortem activities.

Your leadership will ensure that incidents are resolved efficiently, root causes are identified , and long-term solutions are implemented to prevent recurrence. If you thrive in high-pressure environments, excel at problem-solving, and are passionate about delivering exceptional user experiences, we'd love to hear from you.

What You'll Be Doing

• Lead Incident Response: Act as the Incident Commander during major incidents, coordinating cross-functional teams to restore services quickly and efficiently.
• Drive Technical Resolution: Use your technical expertise to guide teams toward root cause analysis and remediation, leveraging tools like Splunk, SQL, and cloud-based monitoring systems.
• User-First Communication: Ensure timely and accurate communication to both internal stakeholders and external users during incidents, providing clear updates on impact and resolution progress.
• Problem Management: Transition incidents into the problem management phase, conducting root cause analysis (RCA) and ensuring long-term remediation to prevent recurrence.
• Technical Automation: Develop and implement automation scripts (e.g., Python, Bash) to improve incident detection, response, and reporting processes.
• Data Analysis and Reporting: Use data analysis tools to identify trends, measure incident response effectiveness, and provide actionable insights to leadership.
• Continuous Improvement: Drive improvements in incident management processes, tools, and metrics, collaborating with engineering and product teams to enhance system reliability.
• On-Call Leadership: Be available for on-call responsibilities to lead incident response efforts during critical outages or disruptions.

What You Bring

• 8+ years of demonstrable major incident experience in organizations that run mission-critical applications or always-on SaaS environments.
• Proven ability to lead multiple incidents concurrently with authority, influencing responders to resolve ambiguous problems and drive to root cause.
• Strong full-stack technical skills, with development and support experience in cloud-based technologies (e.g., AWS, Azure).
• Demonstrated experience developing code and automation using Python, Ruby, JavaScript, or shell scripting.
• Solid understanding of infrastructure, including physical, virtual, and container-based compute platforms.
• Strong quantitative and analytical skills, with experience in data manipulation using tools like SQL, Dynatrace, or similar.
• Excellent task management skills, with the ability to remain composed, methodical, and think quickly in high-pressure environments.
• Exceptional written and verbal communication skills, with the ability to translate complex technical issues for both internal and external stakeholders.
• Good working knowledge of ITIL processes and best practices, with ITIL certification being a plus.

Added Bonus If You Have

• Experience with user-facing communications (e.g., status pages, customer notifications) during incidents .
• Familiarity with distributed architectures and the ability to correlate system behaviors based on inter-dependencies.
• A track record of improving incident management processes and metrics in a fast-paced, high-availability environment.

What we'll bring

During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:

• A work environment built on teamwork, flexibility, and respect.
• Professional growth and development programs to help advance your career , as well as tuition reimbursement.
• Team Member Vehicle Purchase Discount
• Toyota Team Member Lease Vehicle Program (if applicable)
• Comprehensive health care and wellness plans for your entire family.
• Toyota 401(k) Savings Plan featuring a company match , as well as an annual retirement contribution from Toyota regardless of whether you contribute.
• Paid holidays and paid time off.
• Referral services related to prenatal services, adoption, childcare, schools, and more.
• Flexible spending accounts.
• Relocation assistance (if applicable).

Belonging at Toyota

Our success begins and ends with our people. We embrace all perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10+ different Business Partnering Groups across 100 different North American chapter locations that support team members' efforts to dream, do and grow without questioning that they belong.

Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.

Have a question, need assistance with your application or do you require any special accommodations? Please send an email to