Job DescriptionThe position is responsible for the 1st level application support and will be a part of our clients Group Holdings company.
Production support team work closely with Service desk and offshore IT support teams (US, India, Philippine). The focus is to deliver high-quality application solutions to Group businesses, and to the end users who subscribe to our client's services. The support covers a range of software and hardware platforms for call centers, logistic and warehouse operations in Japan.
Essential Duties and Responsibilities:
Provide technical support for production system applications and troubleshoots issues when raised.
Prioritize incidents and issues raised and coordinate to resolve it accordingly.
Coordinate escalation and resolution of major service issues.
Maintain ownership until resolution of technical issue.
Report promptly to management and business partners regarding critical outages until resolution.
Regular discussion and follow up production issues with in country and offshore application support teams to determine remediation and prevent reoccurrence.
Interact with infrastructure, release management, change management, DBA, front office and back office application teams.
Arrange, assign, adjust, and monitor shifts to have appropriate coverage for 365 days operations, including weekends and holidays.
Assist in support hours of operation and off hour production emergencies.
Develop relations with business users, local and global support teams.
Implement and review of production support procedures, policies and documentation for continuous improvement.
Essential Skills and Experience
Experience in distributed, multi-national, multi-lingual, and multi-cultural corporate environments; Fluent in both Japanese and English.
Good analytical, debugging and troubleshooting skills
Good interpersonal, communications, organizational and time management skills
Ability to maintain ownership and manage tasks from beginning to end
Experience in creating documents (ex, BRD, User Manuals) in both Japanese and English.
Experience with RDMS products, specifically Microsoft SQL Server; Working knowledge with SQL language.
ITIL Training or Foundation Certification
University degree, or equivalent, in computer science, engineering, or related fields; A minimum 5 years of professional experience in IT.
Support / Dev Experience with Microsoft Dynamics AX, CRM and any other ERP system.
Support / Dev Experience in Business Intelligence platforms (OLAP, ETL, Data Warehouse)
Basic Knowledge of the following technology: MS Windows, Red Hat Linux, Citrix, DNS, NFS, AD, TCP/IP, VMWare, MS Clustering, Load balancing technology.
Basic Knowledge of AWS and MS Azure
Programming/scripting for automation
Software Development Life-Cycle Processes
Knowledge and theory of principles for project management
Occasional need to travel within or outside Japan
Requires to work weekend and holidays based on the shift. Occasionally need to work off business hours
Requires Native level Japanese and Business level English
People Management Role?
Mult site because of onsite support
Call center in Tokyo, Yokohama
Logistics center in Tokyo