Service Operations Engineer II

Engineer II for our growing Software Engineering Group! You will be responsible for supporting and implementing problem management processes and procedures. Including developing necessary TBPs, identifying and tracking countermeasures, and acting as a recurrence prevention champion.

Join us as we grow and lead the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We support, celebrate, and thrive on the opportunity to provide Mobility for All. Are you results-driven, deeply innovative, and interested in working on a team dedicated to building products and services that are beautifully designed, intuitive, predictive, convenient, and relevant? If so, we want to talk to you!

What you'll be doing

• Work to ensure our ITSM practices around key areas such as Incident, Problem , Change , and Release Management are consistently being followed and processes run smoothly and effectively.

• Work to further develop, modify, and optimize our existing Service Management Practices as appropriate.

• Collaborate with business and IT stakeholders to ensure smooth and reliable delivery of software and systems to fulfill business objectives, support business processes, and ensure business continuity.

• Assist the Program/Project Manager and development teams across multiple workstreams in planning, maintaining Forward Schedule Release Calendar, and timely communication of release schedules, artifacts, and status to all stakeholders.

• Conduct release readiness reviews, and milestone reviews, lead and coordinate the go-live activities including the execution of the deployment plans and checklists.

• Ensure that the organization's release controls are documented and well understood by development teams and support teams.

• Ensure that all changes are managed in a controlled manner, including standard, normal, and emergency maintenance relating to business processes, applications, and infrastructure.

• Participate/Chair the Change Advisory Board (CAB) and ensure the CAB has the information needed to evaluate changes Providing oversight of expedited and emergency changes, ensuring the correct escalation path is followed.

• Evaluate all requests for change (RFCs) to determine the impact on business processes and IT services, and to assess whether change will adversely affect the operational environment and introduce unacceptable risk.

• Ensure that changes are logged, prioritized, categorized, assessed, authorized, planned, and scheduled, and are introduced in a controlled and coordinated manner.

• Ensure all P1 incidents and selected P2 incidents are resolved appropriately and forwarded through the appropriate problem management process as required.

• Coordinating Post Change reviews with the change owners as necessary, feeding any follow-up actions into the Problem Management / Root Cause Analysis (RCA) processes.

• Participate in the problem management process to get to the root cause of technology problems to improve the availability of systems and manage the end-to-end lifecycle of problems.

• Analyze incident trending for possible chronic incidents that should be considered for proactive problem management.

What you bring

• Demonstrated experience in IT operations and IT Service Management position.

• Proven experience with IT Service Management, and ITIL practices, with practitioner certification in Incident, Change, Release, and Problem preferable.

• Knowledge of deployment and implementation methodologies (Agile, CI/CD, Blue/Green, Canary) of related technical change management experience.

• Experience in project management and knowledge of approaches, tools, and phases of the project lifecycle.

• Solid understanding of the software development lifecycle.

• Understanding of configuration management principles.

Added Bonus if you have

• Bachelor's Degree or 4 years of relevant work experience.

• ITIL Certification (version 3 or 4) is preferred.

• Strong understanding of ITIL best practices.

• JIRA Service Management and/or ServiceNow.

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.
• Flextime and virtual work options (if applicable).
• 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.

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Belonging at Toyota

Our success begins and ends with our people. We embrace diverse 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. As a company that has been one of DiversityInc's Top 50 Companies for Diversity and a member of The Billion Dollar Roundtable supporting minority and woman-owned suppliers for over 10 years, we are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business.

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 [email protected].