Job Description

Appealing Points:

• Leadership opportunity in a growing SaaS operations team  Lead a team of L2 and Service Desk Engineers, utilizing your team management and mentoring skills in a high-impact role.
• Work with cutting-edge cloud infrastructure and monitoring tools  Hands-on experience with AWS, Prometheus, Grafana, and ELK in a modern CPaaS environment ensures constant technical growth.
• Structured operations with ITIL-based processes  Gain expertise in professional IT service management through ITIL-compliant workflows, RCA, and continuous process improvement initiatives.

Annual salary : 6 million and above

Responsibilities

• Manage and lead a team consisting of 3 L2 Operations Engineers and 5 Service Desk Engineers to ensure smooth support operations.
• Handle day-to-day operations and provide L2 support for an CPaaS SaaS platform hosted on AWS.
• Provide high quality customer support, communicate professionally with customers over multiple line of communications like: calls, emails and chats. Ensure customer satisfaction.
• Troubleshoot and resolve technical issues quickly and efficiently.
• Monitor platform health and performance using Prometheus, Grafana, and ELK stack for data visualization and alerts.
• Ensure daily health checks of the production platform using both au- tomatoing tools and manual verifications.
• Prepare weekly incident and customer ticket status reports and sum- marries.
• Perform root cause analysis (RCA) for production incidents and follow up on RCA action items until closure.
• Generate weekly and monthly usage reports as required by sales, business operations, and management teams.
• Coordinate with various internal teams and external partners for seamless operations.
• Maintain and update technical SOPs (Standard Operating Procedures) to reflect current best practices and system changes.
• Align and allocate resources during production deployments to per- form sanity checks and monitor the health of the platform.
• Implement ITIL-based incident and problem management practices.
• Identify and drive improvements in operational processes and work- flows.
• Participate in an on-call rotation to provide support during off-busi- ness hours and weekends.
• Continuously learn about new platforms, services, and technologies to enhance skillset.

Qualification :

• 5 and above years of experience in IT operations or support, ideally with enterprise SaaS platforms hosted on AWS.
• Conversational Japanese language proficiency required.
• Experience in technical customer support, solving customer issues and ensuring customer satisfaction
• 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 route, netstat, tcpdump).
• Proficiency in Shell, Python,
• Good working experience with SQL/NoSQL databases (e.g., MySQL, PostgreSQL).
• Experience working within ITIL frameworks and processes.
• Hands-on experience with AWS cloud services.
• Familiarity with monitoring and visualization tools such as Prometheus, 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 lead and mentor L2 and service 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: 5 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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