IT - Production Support Engineer (Specialist)

Job Type
7,000,000 - 10,000,000 JPY per year (depending on experiences)
Japanese Level
English Level
Fluent (TOEIC 990)
Start Date


A global mobile device insurance and support service company is seeking a bilingual, level 2 Application Support Engineer for the Tokyo based Production Support team supporting a range of software and hardware platforms for call centers, logistics and warehouse operations.


The successful candidate will work closely with the Services desk, and offshore support teams across multiple regions to deliver high-quality application support solutions to the business and end users.



- Provide technical support for production system applications and troubleshoots issues.

- 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.

Required Skills

- Experience in distributed, multi-national, multi-lingual, and multi-cultural corporate environments

- A minimum 5 years of professional experience in IT.

- 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 


Preferred Skills

- 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