Incident & Operations Manager (SaaS Implementation)
Incident & Operations Manager (SaaS Implementation)
雇用形態:
スキルハウス契約
職種:
社内SE
言語:
Japanese Level - High Intermediate (JLPT Level 2),English Level - Advanced (TOEIC 860)
勤務地:
Tokyo
給与:
¥650,000.00 - ¥1,000,000.00 月給
求人ID:
482099
A Leading cloud-based point-of-sale platform firm is looking for an experienced Incident & Operations Manager . The Operations & Incident Analyst is a critical role responsible for leading the resolution of high-impact incidents and ensuring the stability and performance of our Hosted Services. This position requires a seasoned professional with extensive experience in incident management, a strategic mindset, and the ability to drive continuous improvement initiatives.
Responsibilities:
- Leadership in Incident Management: Lead the incident management process for critical and high-severity incidents, ensuring timely and effective resolution. Serve as the escalation point for complex issues, providing guidance and direction to junior analysts and other team members. Collaborate with senior management and key stakeholders to communicate the status and impact of ongoing incidents
- Root Cause Analysis and Preventive Action: Conduct in-depth root cause analysis for all high-severity incidents, identifying systemic issues and opportunities for improvement. Develop and implement preventive measures to mitigate the recurrence of incidents, working closely with engineering, product, and customer services
- Process Improvement and Strategy: Lead initiatives to enhance the incident management process, focusing on reducing resolution times, improving communication, and increasing overall service reliability. Collaborate with the Operations Manager to develop and refine incident management strategies, aligning them with organizational goals and objectives
- Mentorship and Team Development: Provide mentorship and training to junior operations analysts, fostering a culture of continuous learning and professional development. Lead by example in managing incidents, demonstrating best practices in problem-solving, communication, and stakeholder management
- Stakeholder Communication and Reporting: Ensure that all stakeholders, including Member Users, Clients, and internal teams, are kept informed throughout the incident lifecycle. Prepare and present detailed reports on incident management performance, including trends, root causes, and recommended actions to senior leadership
- Risk Management and Compliance: Identify potential risks associated with incident management processes and work proactively to mitigate them. Ensure that all incident management activities comply with relevant industry standards, regulations, and company policies
Required Skills:
- 3+ years in Incident Management, Operations, or a related role, with a proven track record of managing high-severity incidents
- In this case we have just gone-live on a new SaaS platform integration and require someone to be able to troubleshoot issues and provide incident management on the software side
- Excellent problem-solving abilities, with a strategic approach to identifying and addressing systemic issues
- Experience with incident management tools and software, as well as a deep understanding of service level agreements (SLAs)
- Strong analytical skills, expertise in conducting root cause analysis and developing preventive measures
- Strong leadership and cross-functional team skills. Ability to thrive in a fast-paced environment, managing multiple priorities and adapting to changing circumstances
Why should you apply:
- Opportunity to work on exciting loyalty program implementation
- Utilize Program Management skills in a pivotal client facing role
- Great base salary + transport, overtime and hybrid WFH workstyle
Company Details:
A leading company that provides a cloud-based platform for loyalty programs, commerce, and customer experience. The company has developed its own AI & ML SaaS platform.
Founded in 2008, it has grown to generate over $20 million in revenue and employs hundreds of people, primarily in the U.S., Singapore, and India.
Working Hours: 9:00 AM – 6:00 PM, Monday to Friday
Work Style: Hybrid
Holidays: Weekends (Saturday and Sunday), national holidays, year-end/New Year holidays, paid leave, and other special leave
Benefits: Full social insurance coverage, Defined contribution (DC) pension plan, Commuting allowance, Skillhouse university, test fee reimbursement system, etc.
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