Job Description

Appealing Points:

• Work in a modern tech environment  Hands-on experience with cutting-edge technologies like AWS, Prometheus, Grafana, and the ELK stack offers great learning and growth opportunities.
• Bilingual, global collaboration opportunities  Utilize your fluent Japanese (JLPT N1) and business English skills to work closely with international teams and external vendors.
• Career development within an ITIL-based structure  Enhance your expertise in incident management, RCA, and operational excellence through structured processes and continuous improvement initiatives.

Annual salary : 5 million and above

Responsibilities

• Perform hands-on troubleshooting and root cause analysis (RCA) of produc- tion incidents and service requests.
• Provide high quality customer support, communicate professionaly with customers over multiple line of communications like: calls, emails and chats. Ensure customer satisfaction.
• Monitor system health and performance using tools such as Prometheus, Grafana, and ELK stack for data visualization and alerting.
• Prepare and present weekly incident and customer ticket status reports and summaries.
• Conduct thorough RCA for production incidents and lead follow-up actions internally until closure.
• Generate weekly and monthly usage reports for sales, business operations, and management as required.
• Collaborate with cross-functional teams and external vendors to resolve is- sues efficiently.
• Manage day-to-day operations, ensuring high service availability and cus- tomer satisfaction.
• Develop and maintain comprehensive knowledge bases and documentation to improve support efficiency.
• Drive process improvements and contribute to the enhancement of support workflows.
• Support incident and problem management following ITIL best practices.
• Stay motivated and eager to learn new platforms and services to keep up with evolving technologies.

Qualification :

• 3 and above years of experience in IT operations or support, ideally with enterprise SaaS platforms hosted on AWS.
• Conversational Japanese language proficiency required.
• Advanced knowledge of Linux shell scripting and command-line tools.
• Understanding of TCP/IP, DNS, load balancers,
• Familiarity with network debugging tools (e.g., trac-eroute, netstat, tcpdump)
• Proficiency in Shell, Python,
• Good working experience with SQL/NoSQL databases (e.g., MySQL,PosgreSQL)
• Experience working within ITIL frameworks and processes.
• Hands-on experience with AWS cloud services.
• Familiarity with monitoring and visualization tools such as Prome -the us, Grafana, and ELK stack.
• Strong troubleshooting and problem-solving skills.
• Experience in preparing reports, conducting RCA, and managing fol- low-ups.
• Proven team management experience, with ability to mentor L2 ser- vice desk engineers.
• Ability to collaborate with multiple stakeholders and manage vendor relationships.
• Process-focused with a drive for continuous improvement.
• Comfortable supporting outside normal business hours as part of an on-call schedule.
• Strong interpersonal and communication skills.
• Preferred Qualifications: 3 years and above of relevant experience, IT/Computers studies/degree is an advantage

Language Skills: Fluent level Japanese (JLPT N1) and Business level English.

Company Description:

The largest eCommerce company in Japan, and the third-largest e-comBusiness-levelmerce marketplace company worldwide.
The organization provides a variety of consumer and business-focused services including e-commerce, e-reading, travel, banking, securities, credit card, e-money, portal and media, online marketing, and professional sports
[Measures against passive smoking]
No smoking indoors allowed
Designated smoking area

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