Able to lead service delivery meetings and customer engagement meetings.
Able to oversee the day-to-day operations of team members. Examples.
Refer to SOPs, support documents, job aids, etc. provided by the client to perform tasks and activities required for daily operations (application support).
Engage with clients and other vendor teams for troubleshooting and problem resolution (phone calls, meetings, in-person discussions).
Oversee L2/L3 support operations in accordance with the ITIL V2 framework.
Ensure client defined processes and policies are followed by self and the entire onsite and offshore delivery teams.
Provide service management (L2) knowledge management (e.g., self-service knowledge portal, data catalog using Collibra, regular information sharing/educational communications to promote best practices and product utilization in IT meetings and data governance Such as.
Use of standard customer-provided service management tools such as ServiceNow, JIRA, Confluence, etc.
Technical: .NET, Java, SQL, Oracle, knowledge of
At least 5 years of experience in system operation and maintenance.
Ability to manage a team of 8-10 people.
Proactive communication and problem solving skills with customers.
Business English, Japanese (N2 or above).
Flexible working conditions