One of our Fortune500, Global Insurance Client is looking for a talented Incident Engineer to join their team. 

Responsibilities

- Incident, Problem management and reporting

- Design & optimize the ITSM processes to ensure consistency across all IT

- Design and operations need to be continuously improved by cooperating/discussing with global service owner

- Take a “Command & Control” role to ensure incidents are well managed, communicated and ultimately resolved in a timely manner

- Ensure root causes analysis and remediation plans are tracked and implemented in a timely manner

- Define KPIs for IT services and drive improvements based on KPI data to meet the target SLAs with business

- Vendor management related to delivering IT Managed services, RFP support

- Ensure compliance with control policies and all risks identified through self-assessments or outside groups are addressed in a timely manner

- Work with other internal teams to assess and check out managed service vendors

- Budget Management

【Company Details】
A U.S.-headquartered insurance company with offices in major cities around the world and a 40+ year history in Japan. The company focuses on creating a diverse environment, including the promotion of women, and supports their career development in Japan and abroad.

【Working Hours】
9:00 - 18:00（Mon - Fri）*Hybrid (In-Office & WFH)

【Holidays】
Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays, etc.

【Services / Benefits】
Company Bonus, Transportation, Company Housing, Social Insurance (Health Insurance, Welfare Pension, Employment Insurance, Work Accident Insurance), No smoking indoors allowed (Designated smoking area), etc.

- Work experience in IT,  similar ITSM (ITIL related role) or IT operation /IT service delivery

- Strong Communication Skills, being able to work collaboratively both within the team and with outside of the team

- Logical Thinking, being able to analyze/overcome challenges in logical ways based on data, and work towards goals steadily

- Single point of contact for all Service Operation issues and escalations

- To ensure that Service Levels are well defined, understood and met for all the services. Also, Service Quality is aligning with agreed SLAs

- Review Incident data to analyze if the delivery space is healthy

- Actively participate in managing the escalation of major Incidents