Skillhouse Internal Career Opportunity
IT Support Services Consultant [ITSM] [JR2505692 - GG19]
Position Title:
IT Support Services Consultant [ITSM] [JR2505692 - GG19]
Employment Type:
Permanent
Working Hours:
Japanese Level - Advanced (JLPT Level 1),English Level - Advanced (TOEIC 860)
Salary
Description
A world’s leading Insurance service provider, is looking for a bilingual IT Support Services Consultant, within the Information technology division.
Responsibilities:
- Keep up continuous uptime and accessibility of critical business applications and services. This involves actively monitoring system performance, detecting potential issues, and implementing strategies to prevent downtime
- Respond to and resolve incidents and outages promptly. This includes troubleshooting problems, coordinating with other teams, and restoring service quickly
- Utilize AI and machine learning to analyze application logs and user behavior patterns, predicting potential issues and implementing proactive measures to prevent disruptions and performance degradation
- Champion the adoption of AI technologies across the support organization. Provide training, create documentation, and establish best practices to upskill team members and foster a culture of AI innovation
- Automate repetitive, manual tasks (toil) to improve efficiency and reduce human error. This might involve scripting, developing tools, and improving infrastructure management processes
- Establish and maintain robust monitoring and alerting systems to gain realtime insights into system health and performance. This allows for proactive identification and detection of anomalies or potential issues
- After major incidents causing outages, conduct blameless postmortem reviews to analyze the root causes of failures, document learnings, and implement corrective measures to prevent future occurrences
- Work with cross functional teams, including product, engineering, and business stakeholders, to identify high-impact opportunities for AI integration. Clearly articulate how AI solutions will improve efficiency, enhance the customer experience, and deliver measurable business outcomes
- Establish clear, measurable targets for system performance and reliability, often based on Service Level Indicators (SLIs). These Service Level indicators and objectives guide development and operations priorities to maintain high levels of user satisfaction
- Stay informed on emerging AI technologies and industry trends. Evaluate and pilot new AI solutions to continuously enhance application support processes and capabilities
Required Skills:
- 3+ years of relevant technology experience, demonstrating progressive responsibility and leadership in overseeing regional technology teams
- Demonstrated expertise in IT service management (ITSM) and observability tools, especially those that leverage AI for analytics
- Hands-on experience with models like GPT, Claude, and their associated frameworks (e.g., RAG) is a key requirement
- Practical experience running production systems, troubleshooting issues, and participating in on call rotations is highly valued, building crucial intuition for real-world system failures
- Strong understanding of core concepts in AI and machine learning, including algorithms, model training, and deployment
- Proficiency in scripting languages (e.g., Python, Bash) and Infrastructure as Code (IaC) tools (e.g., Terraform, Ansible) is crucial
- A strong, engineering minded approach to solving problems, with a focus on system improvement and long-term strategic impact
- Ability to quickly diagnose and resolve system incidents, minimize downtime, and implement solutions to prevent recurrence is paramount. This includes developing and adhering to incident response plans and conducting postincident reviews (PIRs)
- Ability to rely on data from metrics, logs, and other sources to understand system behavior, analyze performance, identify trends, and make informed decisions to improve system reliability
- Design, implement, and manage AIdriven tools, such as intelligent chatbots and autonomous support agents, to automate routine technical support tasks and empower end-users with self-service capabilities
- Proactive in learning new technologies, methodologies, and tools to adapt to changing environments and continuously improve their skills and the systems they manage
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: A leading international insurance organization operates in over 130 countries and jurisdictions, offering services to commercial, institutional, and individual clients through one of the most extensive global property and casualty insurance networks. In addition to general insurance, the organization is also a prominent provider of life insurance and retirement services in the United States. Its common stock is publicly traded on both the New York and Tokyo stock exchange.The group's Japan-based affiliate provides IT-related services to support the organization’s operations within the country.
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, and so on
Services/Benefits: Social insurance, Employee Pension Scheme, Transportation Fee
