Production Support Manager

Job Type
9,000,000 JPY - 13,000,000 JPY per year
Japanese Level
Advanced (JLPT Level 1)
English Level
High Intermediate (TOEIC 730)
Start Date


Fantastic career advancing opportunity to work at a household name insurance brand. Client occupies a beautiful and very modern office, and the IT Department itself is very international.

In this exciting role you will be a key member and LEAD Production Support for the entire application environment. Not only from a day to day operations but for a strategic planning point of view too.

‐ Create a cost effective, scalable Application Maintenance and Support Organization.
‐ Identify key global technology solution providers to provide a Service Level based group largely reliant on offshored services
‐ Drive a culture of 24X7 production support and proactive maintenance and monitoring of systems/applications
‐ Create an effective support organization which can manage applications residing in remote infrastructure - specifically outside of Japan.
‐ Define and implement clear roles/responsibilities which delineate development and support in order to implement strong Segregation of Duties.
‐ Manage a mixed team of full time staff, onsite and offshore consultant.
‐ Manage Budget/Finances for all activities related to Application Maintenance and Support.
‐ Create and implement a culture of proactive identification and remediation of issues through, monitoring, trend analysis, health checks and Quality Control
‐ Manage a small team of Quality Control resources tasked with executing Integration testing for all major projects.
‐ Create a culture of continuous improvement through people, process and technology.
‐ Liaise with global teams and manage level of services provided by onshore an offshore outsourcing groups.
‐ Define key performance indicators and keep track of ongoing performance.
‐ Serve as the contact person from the technology group for “The General Insurance Association of Japan” and the “General Insurance Rating Organization of Japan”.

Required Skills

‐ Prior experience in running a production support organization specifically related to Application Maintenance and Support
‐ Track record of successfully implementing and/or running a Global Managed services organization with largely offshore based personnel for cost/scale advantages.
‐ Deep experience in managing top tier Global Information Technology/Partners.
‐ Ability to handle pressure during significant outages and focusing team towards speedy recovery.
‐ Excellent troubleshooting and analytical skills and ability to run thorough RCA to prevent repetitive incidents.
‐ Process discipline especially as it relates to defining Severity levels and Incident Management.
‐ Strong communication skills (English and Japanese) and capable of handling Global conversations and meetings.

Preferred Skills