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
Job Requirements: English 2, AWS, ELK stack, DNS, IT operations, support, SaaS , MySQL, PosgreSQL, AWS cloud
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