Job Description:

Overall Position Details

As a BSS Incident Operations Manager, your responsibilities will be as follows:

- Handle end-to-end management of incidents and facilitate decision-making processes, guiding teams in identifying and implementing effective solutions to resolve incidents in a timely and effective manner.

- Coordinate with various teams involved in incident response and delegate tasks to specific team members (such as technical support teams, IT operations teams, and external vendors).

- Facilitate and lead communication between stakeholders, provide regular updates on the status of incidents, and manage expectations regarding resolution timelines.

- Ensure comprehensive documentation of incident details, response actions, and outcomes, recognizing their importance for analysis, compliance, and future improvement efforts.

- Conduct post-incident reviews and apply insights gained to enhance the effectiveness and efficiency of the incident management process; analyze incident trends, identify areas for improvement, and implement changes to prevent similar incidents from occurring in the future.

- Give input to the problem management process to prevent repeat incidents, and to minimize/mitigate the impact of accidents that cannot be prevented.

- Develop and implement support policies and procedures, working closely with other departments to understand their IT needs.

- Train and mentor IT support staff and conduct regular performance reviews.

- Coordinate with external vendors and service providers, handling escalated IT support issues.

- Ensure the security and integrity of IT systems, and compliance with company policies and procedures.

​- Evaluate the latest technologies, frameworks, and tools, and apply them where needed.

- Be a leader in the technologies used by your projects and a mentor to your team and/or outside of your specific team.

- Contribute to maintaining and enforcing the company's best practices and regulations.

Mandatory Qualifications:

- Bachelor's degree in Information Technology or related field

- Experience in IT support, with experience in a managerial role (6~12 years of total experience)

- Knowledge and experience with BSS

- Good understanding of the following systems/processes: CRM, billing, collections, order management, product catalogue, mediation, asset management, etc.

- Solid troubleshooting skills in relation to solving BSS issues and strong knowledge of IT support processes and best practices

- Experience managing information systems/networks/servers

- Experience in managing/hosting technical bridges as appropriate for high -priority and major incidents; experience working within a multi-vendor environment on complex infrastructure

- Strong communication, interpersonal skills and conflict resolution abilities

- Experience managing help desk and operational services with ITIL Certification

- Working experience in Japan or with stakeholders in Japan

Desired Qualifications:

- Strong organizational skills and experience with budget management

- Knowledge of industry standards and compliance requirements

- Japanese language skills are not necessary to apply but are highly preferred.

Other Details

- Work Location: Tokyo

#technologyplatformdivision #engineer

Languages:

English (Overall - 4 - Fluent)