Skillhouse Internal Career Opportunity
Incident & Problem Specialist (P3)
Position Title:
Incident & Problem Specialist (P3)
Employment Type:
Permanent
Working Hours:
English Level - Advanced (TOEIC 860),Japanese Level - Advanced (JLPT Level 1)
Salary
11000000.00
Description
A Life Insurance in Japan is looking for a talented Incident & Problem Specialist in the Service Management Team.
You have to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, ensuring that agreed levels of service quality are maintained. Also, to drive Problem Management processes of detection, investigation, remediation, and reporting of underlying problems driving the incidents.
Responsibilities:
- Manage the end-to-end incident lifecycle (logging, categorization, prioritization, escalation, and closure)
- Ensure rapid restoration of IT services to minimize business disruption
- Coordinate with application, infrastructure, and vendor teams during major incidents
- Lead or support Major Incident Management (MIM) bridges and communications
- Provide timely status updates to stakeholders, including business users and senior management
- Maintain incident records and documentation in line with ITIL
- Identify and analyze recurring incidents to detect underlying problems
- Perform or facilitate Root Cause Analysis (RCA) using structured methodologies
- Suggest architecture improvements, recommend process improvements
- Prepare and present incident and problem reports (daily/weekly/monthly)
- Track and improve service quality metrics and trends
Required Skills:
- 5+ years relevant experience in ITSM role with responsibility for process design, implementation, execution, and continual process improvement
- Previous experience in IPC management in a high profile/high intensity 24/7 Global Incident Management team is desirable
- Working knowledge of IT hardware & infrastructure
- Familiar with methods and techniques for reporting progress against an agreed plan
- Familiar with methods and techniques for running effective meetings and for understanding and influencing the roles played by participants
- Proficient in techniques for ensuring that full account is taken of customers’ real and stated needs in the delivery of IT services
- Must be capable of considering rapidly changing information or changed circumstances and modifying understanding of a problem or situation accordingly
- Has sound commercial understanding of outsourced support environments as well as excellent organizational, time management and staff management skills
- Must have good interpersonal and stakeholder management skills
- ITIL v3 or ITIL v4 Foundation certification
- Service Now Experience
Why should you apply:
- Our client is one of the biggest global insurance companies in the world
- You will be working with the international team, and with best technologies in the insurance domain
- 50% WFH and 50% Work from Office
Company Details:
One of the world's largest insurance - financial groups, trusted by over 50 million customers. The company provides various financial protections including general insurance, life insurance, retirement funds, and inheritance throughout the lifetime for individual customers, small businesses, and large companies.
Working Hours: 9:00 – 17:00 (Mon-Fri)
Working Style: Hybrid (2 days in office & 3 days’ work from home every week)
Holidays: Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays
Services/Benefits: Social insurance, Transportation Fee, No smoking indoors allowed (Designated smoking area), etc.
Interview Process: 3~4 times
