Global Incident Commander - Technical Support

Toyota Automated Logistics; Veghel; On-site; EUR 70,000 - 100,000; Full time

Job summary

Toyota Automated Logistics is seeking an experienced Incident Manager to lead the coordination and resolution of high-priority customer incidents across our global operations. You will serve as the central point of contact through the incident lifecycle and work with Service Desk, Engineering, and Product teams to restore services quickly while communicating with customers.

The role emphasizes post-incident reviews, root cause analysis, and continuous service improvement, reporting to the

Qualifications

• 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.
• Excellent command of business English, both written and verbal.

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 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 and stakeholder updates.
• Maintain ownership of incident timelines and logs.
• Support Root Cause Analysis after major incidents.
• Identify trends to drive continuous service improvement.

Skills

Stakeholder management

Customer communication

Incident management

Analytical thinking

Leadership

English proficiency

Tools

ServiceNow

Maximo

Job description

Toyota Automated Logistics is seeking an experienced Incident Manager to lead the coordination and resolution of high-priority customer incidents across our global operations. You will serve as the central point of contact through the incident lifecycle and work with Service Desk, Engineering, and Product teams to restore services quickly while communicating with customers.

The role emphasizes post-incident reviews, root cause analysis, and continuous service improvement, reporting to the