Incident Manager, Global Tech Support Lead

Toyota Automated Logistics; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

Toyota Automated Logistics (TAL) is seeking an experienced Incident Manager to join our Technical Support organization and lead the coordination of high-priority customer incidents across our global operations. You will act as the central point of contact throughout the incident lifecycle.

The role requires strong communication, stakeholder management, and a disciplined approach to post-incident reviews and continual service improvement.

Qualifications

• Experience managing complex customer-facing incidents in multi-disciplinary teams.
• Strong stakeholder management and customer communication skills.
• Proven ability to lead cross-functional teams in high-pressure environments.
• Excellent command of business English, both written and verbal.
• Ability to manage multiple priorities with attention to detail.

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 updates throughout the 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 with Problem Management to implement corrective and preventative actions.
• Identify trends and recurring issues to drive continuous service improvement.
• Monitor and report on Incident Management performance and process adherence.
• Contribute to the ongoing development and maturity of Incident Management practices.

Skills

Incident Management

Stakeholder management

Customer communication

Cross-functional leadership

English proficiency

Education

ITIL Foundation

Tools

ServiceNow

Maximo

Job description

Toyota Automated Logistics (TAL) is seeking an experienced Incident Manager to join our Technical Support organization and lead the coordination of high-priority customer incidents across our global operations. You will act as the central point of contact throughout the incident lifecycle.

The role requires strong communication, stakeholder management, and a disciplined approach to post-incident reviews and continual service improvement.