Incident Manager

Job Type
680,000 JPY per month
Japanese Level
Advanced (JLPT Level 1)
English Level
Advanced (TOEIC 860)
Start Date


A leading global insurance company seeks an experienced, bilingual Incident Manager to manage severe business impacting incidents primarily involving large scale infrastructure issues or high risk data / application issues.

Reporting to the Japan ITSM Incident lead and this position will be required to contribute to round the clock incident support coverage, demonstrate strong independent judgment, creative and high level analysis skills and excellent bilingual communication (both verbal and written) to confidently and clearly manage incidents, escalations, bridging calls, conducting meetings etc across all levels of the organization.

‐ Support bilingual 24x7 Incident Management in Japan
‐ Management of Severe business impacting incidents primarily involving large scale infrastructure issues or high risk data / application issues.
‐ Time sensitive communication
‐ Running both technical conference bridges and business update calls
‐ Collating technical and business impact
‐ Producing management information, including KPIs and reports to show performance within the environment
‐ Presenting weekly and monthly Incident Management data to Leadership team, concisely and effectively
‐ Documenting Issues, updating issues log, following issues to completion, and escalating issues to management team if needed
‐ Ensuring that all IT Teams follow the Incident management process for every incident
‐ Driving decision making for incident resolution and minimizing impact to the business
‐ Providing incident updates to stakeholders and escalation to senior management/BU IT-s
‐ Capturing incident follow ups and completing formal Post Mortems
‐ Identifying stability trends and escalating them through the Problem Management process
‐ Providing team coverage as per agreed work hours (on a rotational basis of early and late shifts shared with the other Incident Managers in the team).

After Hours Incident Support Coverage
‐ Primary Support: Mon-Fri, 11:00~20:00 (On call during office hours)
‐ Secondary Support: Mon-Fri, 9:00~18:00 (Backup of primary during off hours)
‐ Non Primary Support: Mon-Fri, 8:00~17:00
‐ Primary Support covers after hours during a weekend starting Friday 20:00 onwards
‐ If Primary Support person works during the night then they can come into the office late on the following day (before 18:00)
‐ Each team member does Primary for one week, then Secondary for one week, then Non Primary for the following two weeks.
‐ Flexibility required to support & cover team members according to workloads

【会社概要 | Company Details】
Our client is the IT infrastructure service provider for the leading global insurance company. The company has provided financial services for about 100 years in more than 80 countries.

【就業時間 | Working Hours】
9:00‐ 18:00(Mon‐ Fri)

【休日休暇 | Holidays】
Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays

【待遇・福利厚生 | Services / Benefits】
Social insurance, Transportation Fee

Required Skills

‐ Experience in Service Delivery, Problem Management or Incident Management
‐ 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
‐ 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
‐ Quick in picking up the case and drive to ensure resolution is secured quickly

Preferred Skills

‐ ITIL v2 or v3 Foundations training or higher level of ITIL Certifications
‐ Strong cross technology background in areas such as network, distributed, end user and mainframe
‐ Understanding of foundational IT technical issues and relationships
‐ Knowledge of corporate toolsets such as Service-Now (Incident/Problem)
‐ Possess excellent writing/analytical skills as well as the ability to be detailed and process oriented
‐ Strong overall knowledge of technology business and best practices