Skillhouse Internal Career Opportunity
Infrastructure Project Manager – (L2/L3) (Operations & Maintenance)
Position Title:
Infrastructure Project Manager – (L2/L3) (Operations & Maintenance)
Employment Type:
Direct Client Contract
Working Hours:
Japanese Level - Advanced (JLPT Level 1),English Level - Advanced (TOEIC 860)
Salary
Description
A Fortune 500 leader in the integration of IT and network technologies is seeking a seasoned and bilingual Infrastructure Project Manager to lead the Operations & Maintenance activities of a large-scale IT/Software system in Tokyo.
Responsibilities:
- Lead L2/L3 Support Operations
- Own end-to-end incident lifecycle including triage, RCA coordination, workaround identification, and permanent resolution planning
- Monitor SLA, OLA, and KPI adherence through well-defined governance frameworks
- Identify and eliminate recurring issues via trend and root cause analysis
- Define, document, and institutionalize robust SOPs, support playbooks, and escalation protocols for service continuity and consistency
- Act as the bridge between technical teams and Japanese clients, ensuring bilingual updates, escalations, and alignment with business impact
- Leverage tools like JIRA, ServiceNow, Redmine, or equivalent for ticketing, monitoring, and reporting
- Identify opportunities for automation in operational workflows
- Drive continuous improvement through service review meetings, retrospectives, and Kaizen-style enhancements
- Build and maintain internal knowledge bases and runbooks
- Lead PMO responsibilities including tracking of operational risks/issues, budget adherence, resource utilization, and reporting to senior leadership in both Japanese and English
Required Skills:
- 8+ years in IT Infrastructure / Application Support leadership roles
- Demonstrated experience in leading L2/L3 O&M (Operation & Maintenance) teams with a strong incident/problem management background
- Key Skills: Incident & Problem Management, Stakeholder Communication, PMO Governance, ITIL, Process Optimization
- Hands-on understanding of ITIL practices in production environments
- Ability to lead cross-functional technical teams and coordinate across vendors and internal groups
- Experience with monitoring and logging tools, and system/infrastructure alert management
- Strong interpersonal skills with client-facing experience in a Japanese environment
Why should you apply:
- This is a long-term opportunity
- You will be working with international team members
- Learn new technologies and on large scale projects
Company Details:
Established in 2006 as a subsidiary of a major Japanese electronics company, it is a distributor of computers, computer peripherals and software.
Working Hours: 9:00 - 17:30 (Mon-Fri)
Working Style: Hybrid (4 days in office, 1 day work from home)
Holidays: Saturday, Sunday, National Holidays, Year-end and New Year Holidays, 25 Paid Holidays every year, Other Special Holidays
Services/Benefits : Social insurance, Employee Pension Scheme, Transportation Fee, bonus: twice in a year (Jun and Dec) – generally twice the monthly salary in each disbursement, appraisal system, other optional benefits: company leased accommodation (with UR Housing). and more