Service Operations Engineer
- Hiring from
- Poland
- Work type
- Hybrid
- Posted
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Service Operations Engineer (ITSM)
Hybrid Working (50% onsite in Wrocław)
On call support
Who are we?
Toyota is undergoing a once-in-a-century transformation from a car manufacturer into a mobility services company. Toyota Connected Europe was created to play a key role in that journey, bringing together big data, cloud intelligence and product thinking to build connected services that make mobility safer, simpler and more personal.
Today, with millions of connected vehicles on the road and billions of journeys processed each year, we are continuing to grow our technical capabilities in Europe. As part of that growth, we are expanding our engineering presence in Wrocław.
This role is a unique opportunity to join at an early stage of that journey in Poland. As one of the first ITSM engineers in the Wrocław team, you will have the chance to help shape how we work, influence culture, and contribute to the foundations of future teams. You will work on meaningful products at real scale, as part of a collaborative international environment, while helping establish a new engineering presence for Toyota Connected Europe in Wrocław.
What is the role?
We are looking for a Service Operations Engineer who embraces and thrives in change. You will have a passion for service operations and customer support, and you will help identify opportunities and resolve customer issues so that we help customers achieve their business outcomes. We look for people who are ambitious, humble, motivated and experienced in their craft.
What you will do?
Resolve L2 incidents while moving towards a DevSecOps way of working.
Own major incidents: coordinate the resolving parties, communicate effectively with stakeholders and run post-incident reviews.
Investigate recurring incidents and contribute to problem remedies and preventative measures.
Be part of the on-call rota for major production incidents.
Operate, monitor and troubleshoot cloud-native services and managed platform components, and automate routine operational tasks through scripts and cloud APIs.
Support the delivery of services, ensuring customer satisfaction and success, and support service documentation.
Measure service quality and performance through KPIs, and make sure future demand from growth and projects is factored into plans for all associated systems, including new functionality.
Produce service performance reports against SLAs and SLOs for service reviews.
Monitor service and component availability against agreed targets, and support recovery-procedure testing.
Make recommendations for service improvement plans and make sure actions are followed through to completion on time.
Develop and maintain Service Catalogue standards, and evolve service and customer-focused KPIs.
Work with wider teams to onboard new services smoothly into steady state, aligning KPIs and SLAs.
Proactively and continuously improve operational processes and standards, with a drive for automation.
Support delivery of our ITSM tooling strategy, including Jira Service Management, Jira, PagerDuty and ServiceNow.
Partner with programme delivery teams to improve service through better ways of working.
Work in a DevSecOps way while ensuring operational and reporting standards are met.
Work with TCEU and the wider Toyota team to establish the end-to-end support model for successful operations.
What we are looking for?
Experience with ITIL service operations management.
Hands-on experience with cloud-native services on a major cloud provider (for example managed compute, messaging, databases and serverless), CI/CD and containerised workloads, from an operations perspective.
The ability to script and automate, including small programs that take details from a ServiceNow ticket, gather data and respond to an incident.
Professional written and verbal communication at all levels of the business and with external parties.
Advanced understanding of the commercial impact and profitability of service management.
Risk management awareness.
Experience of a service desk environment or a technical customer-facing role.
Experience managing stakeholder expectations.
What will get us excited?
Experience in a large, complex, distributed environment of similar scale.
ITIL v4 experience.
Experience delivering service support models in an Agile DevOps environment.
Cloud practitioner or associate-level certification.
Experience with big data platforms.
Automotive industry experience.
AI interest.
If you have the right skills and experience and are comfortable working autonomously, we would love to hear from you.
Department: ITSM
Location: Wrocław
Remote status: Hybrid (50% remote, 50% onsite)
