Operations Incident Management

Job Type
630,000 JPY per month
Japanese Level
Advanced (JLPT Level 1)
English Level
Advanced (TOEIC 860)
Start Date
June 3, 2019


This is an exciting position working with a global leader in the insurance industry. The projects are utilizing state of the art technology.

Working in the Service Management division the ITSM operation management person will be responsible for:
‐ Incident management implementation across each division within the group
‐ Helping develop and implement Incident management function/process to successfully implement across the organization
‐ Incident management Documentation
‐ Senior Stakeholder consultation

Working in a team of 4 you will cover the Incident management scope and also assist the team:
‐ As the single Interface for Infra/Apps Incidents in Japan (in Japanese and English)
‐ Driving decision making for incident resolution and minimizing impact to the business
‐ Providing incident updates to stakeholders and escalation to senior management and BUIT-s
‐ Running both technical conference bridges and business update calls
‐ Capturing incident follow ups and completing formal Post Mortem

【Company Details】
A global leader in the financial services industry. The company has provided financial services for about 100 years in more than 80 countries.

【Working Hours】
9:00 - 18:00(Mon - Fri)

Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays

【Services / Benefits】
Social insurance, Transportation Fee, Skillhouse Benefit

Required Skills

‐ Experience in Service Delivery, Problem Management or Incident Management.
‐ ITIL v2 or v3 Foundations training or higher level of ITIL Certifications.
‐ Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution.
‐ Ability to work under pressure and ability to multi-task.
‐ Excellent independent judgment: excellent creative and high level analysis skills.
‐ Excellent communication (both verbal and written). The ability to communicate confidently and clearly on bridge calls, in meetings, via email, etc. at all levels of the organization is essential.
‐ Client focus and ownership ‐ displays initiative and a proactive approach to work.
‐ Ability to influence and lead technical conversations with various infrastructure support groups.
‐ Understanding of PM terminology, concepts, and processes. Possesses working knowledge of general project management practices and methodologies.
‐ Sensitivity and urgency in dealing with line of business outages.
‐ Ability to interface and work with multiple teams across regional boundaries and communication channels.
‐ Demonstrated ability to be a collaborative team player.