Lead 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.
About you:
- Significant experience in a senior service operations or production support role for a customer-facing platform at scale.
- A proven record as escalation point for major incidents: leading the response, communicating clearly with technical and non-technical stakeholders, and running blameless post-incident reviews that lead to lasting change.
- Experience driving problem management, using data to find recurring issues and working with engineering on permanent fixes that reduce operational toil.
- Confident analysing performance against SLAs, SLOs and error budgets, and setting production readiness standards for new services.
- Awareness of operational risk, service continuity and compliance frameworks such as SOC 2 or ISO 27001.
- You work autonomously, act like an owner, coach colleagues, and build trust with engineering and business teams.
Service ownership and incident leadership:
- Own operational oversight for services running on a Java-based microservices platform.
- Act as the primary escalation point for production incidents, leading incident response and communication.
- Drive blameless post-incident reviews and embed learnings through preventive actions.
- Maintain service dashboards, alerts and incident tooling (for example PagerDuty, Datadog).
- Analyse service performance against SLAs and SLOs, and report on actions to maintain or improve service levels.
- Coach and support team members in the correct use of incident and problem processes, and keep improving those procedures.
Technical expertise:
- Guide operational practices across services built with Java (Spring Boot), Kafka, MongoDB and related technologies.
- Guide operational practices for cloud-native services, including managed services, containers and serverless, across resilience, observability and cost awareness.
- Oversee monitoring, observability and performance tuning using Datadog, ELK, Prometheus or similar tooling.
Problem management and root cause elimination:
- Lead proactive and reactive problem management.
- Identify recurring production issues and work with engineering on permanent solutions.
- Track and reduce operational toil through automation and tooling improvements.
Change enablement and service onboarding:
- Partner with development teams to onboard new services to production readiness standards.
- Make sure services meet monitoring, logging, documentation, support and resilience requirements before go-live.
- Include cloud-native requirements (managed service limits, scaling, backup and failover, tagging and cost controls) in the production readiness criteria before go-live.
- Support safe, rapid change practices including canary releases, feature flags and progressive delivery.
Continuous improvement and DevOps practices:
- Drive automation and self-service initiatives to reduce manual intervention and operational burden.
- Champion observability best practice (metrics, traces, logs) and error budget tracking.
- Promote a DevOps culture and continuous feedback between engineering and operations.
Governance, risk and compliance:
- Make sure operational processes comply with security, privacy and regulatory requirements (for example SOC 2, ISO 27001).
- Manage operational risks, service continuity plans and audit readiness.
Nice to have:
- Experience in a large, complex, distributed environment, big data platforms, or the automotive industry.
- Strong operational knowledge of cloud-native architecture on a major cloud provider, including managed services, containers and serverless, with a good grasp of resilience, scaling and cost. A professional or specialty-level cloud certification is desirable.
- Working knowledge of operating Java-based microservices platforms (Spring Boot, Kafka, MongoDB) and of observability and incident tooling such as Datadog, ELK, Prometheus and PagerDuty.
- Comfortable with automation and DevOps practices, including CI/CD, canary releases, feature flags and progressive delivery.
If you have the right skills and experience and are comfortable working autonomously, we would love to hear from you.
Department: ITSM
Reports to: Senior Manager, Cloud & SRE
Location: Wrocław
Remote status: Hybrid (50% remote, 50% onsite)
Department
Cloud, SRE & SD&T
Location
Wrocław
Remote status
Hybrid
