Job Description

Appealing Points:

• Strategic Leadership Opportunity: Take ownership of high-impact, end-to-end incident and problem management processes, while mentoring L2/L3 teams and shaping operational governance across global platforms.

• Bilingual Client Engagement in a Global Environment: Act as a key liaison between technical teams and Japanese clients, offering a unique blend of client-facing leadership and cross-cultural collaboration in both English and Japanese.

• Drive Innovation and Continuous Improvement: Influence critical operations by leveraging automation, ITIL best practices, and Kaizen methodologies—while also leading service reviews, retrospectives, and enhancements in enterprise-scale systems

Annual Salary : 7 million and above

Job Responsibilities:

• Manage and mentor L2/L3 teams handling critical production issues, infrastructure health, and escalations across platforms. Establish clear accountability and ownership across issue tiers.
• Own end-to-end incident lifecycle including triage, RCA coordination, workaround identification, and permanent resolution planning. Ensure timely communication during major incidents (MI).
• 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.

Qualifications:

• 8+ years in IT Infrastructure / Application Support leadership roles
• Demonstrated experience in leading L2/L3 O&M teams with a strong incident/problem management background
• 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

Preferred Qualifications:

• PMP / ITIL Foundation or Intermediate certified
• Experience with large-scale enterprise systems and high-availability environments
• Familiarity with DevOps/Agile practices as applied to O&M scenarios
• Experience with infrastructure platforms (AWS, Azure, GCP) or on-prem environments

Japanese Language : Japanese Fluent level (N2) and Business level English

Company Description 

The company is a leader in the integration of IT and network technologies and brings more than 100 years of expertise in technological innovation to provide solutions for empowering people, businesses, and society. Headquartered in Japan, it started operations in India in the 1950s, accelerating its growth through the expansion of business to global markets. Company in India expanded its business from telecommunications to public safety, logistics, transportation, retail, finance, unified communication, and IT platforms, serving across governments, businesses as well as individuals. With its Centre of Excellence for analytics platform solutions, big data, biometrics, mobile, and retail, Company in India offers innovative new services and solutions for India and global markets. The company operates across India with offices in New Delhi (head office), Noida, Mumbai, Chennai, and Bengaluru.

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