Job Description
Appealing Points: - Leadership opportunity in a growing SaaS operations team Lead a team of L2 and Service Desk Engineers, utilizing your team management and mentoring skills in a high-impact role.
- Work with cutting-edge cloud infrastructure and monitoring tools Hands-on experience with AWS, Prometheus, Grafana, and ELK in a modern CPaaS environment ensures constant technical growth.
- Structured operations with ITIL-based processes Gain expertise in professional IT service management through ITIL-compliant workflows, RCA, and continuous process improvement initiatives.
Annual salary : 6 million and above
Responsibilities
- Manage and lead a team consisting of 3 L2 Operations Engineers and 5 Service Desk Engineers to ensure smooth support operations.
- Handle day-to-day operations and provide L2 support for an CPaaS SaaS platform hosted on AWS.
- Provide high quality customer support, communicate professionally with customers over multiple line of communications like: calls, emails and chats. Ensure customer satisfaction.
- Troubleshoot and resolve technical issues quickly and efficiently.
- Monitor platform health and performance using Prometheus, Grafana, and ELK stack for data visualization and alerts.
- Ensure daily health checks of the production platform using both au- tomatoing tools and manual verifications.
- Prepare weekly incident and customer ticket status reports and sum- marries.
- Perform root cause analysis (RCA) for production incidents and follow up on RCA action items until closure.
- Generate weekly and monthly usage reports as required by sales, business operations, and management teams.
- Coordinate with various internal teams and external partners for seamless operations.
- Maintain and update technical SOPs (Standard Operating Procedures) to reflect current best practices and system changes.
- Align and allocate resources during production deployments to per- form sanity checks and monitor the health of the platform.
- Implement ITIL-based incident and problem management practices.
- Identify and drive improvements in operational processes and work- flows.
- Participate in an on-call rotation to provide support during off-busi- ness hours and weekends.
- Continuously learn about new platforms, services, and technologies to enhance skillset.
Qualification :
- 5 and above years of experience in IT operations or support, ideally with enterprise SaaS platforms hosted on AWS.
- Conversational Japanese language proficiency required.
- Experience in technical customer support, solving customer issues and ensuring customer satisfaction
- Advanced knowledge of Linux shell scripting and command-line tools
- Understanding of TCP/IP, DNS, load balancers,
- Familiarity with network debugging tools (e.g., trac route, netstat, tcpdump).
- Proficiency in Shell, Python,
- Good working experience with SQL/NoSQL databases (e.g., MySQL, PostgreSQL).
- Experience working within ITIL frameworks and processes.
- Hands-on experience with AWS cloud services.
- Familiarity with monitoring and visualization tools such as Prometheus, Grafana, and ELK stack.
- Strong troubleshooting and problem-solving skills.
- Experience in preparing reports, conducting RCA, and managing fol- low-ups.
- Proven team management experience, with ability to lead and mentor L2 and service desk engineers.
- Ability to collaborate with multiple stakeholders and manage vendor relationships.
- Process-focused with a drive for continuous improvement.
- Comfortable supporting outside normal business hours as part of an on-call schedule.
- Strong interpersonal and communication skills.
- Preferred Qualifications: 5 years and above of relevant experience, IT/Computers studies/degree is an advantage
Language Skills: Fluent level Japanese (JLPT N1) and Business level English.
Company Description:
The largest eCommerce company in Japan, and the third-largest e-comBusiness-levelmerce marketplace company worldwide.
The organization provides a variety of consumer and business-focused services including e-commerce, e-reading, travel, banking, securities, credit card, e-money, portal and media, online marketing, and professional sports
[Measures against passive smoking]
No smoking indoors allowed
Designated smoking area
Job Requirements: Japanese JLPT N1, English 2, AWS, ELK stack, DNS, IT operations, support, SaaS , MySQL, PosgreSQL, AWS cloud
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