IT Incident Manager Full Time

The Role:
• Acting as a person in charge for IT incidents and provide the status update to Customer and other stakeholders whenever a major incident occurs
• Act as a bridge between all relevant groups/parties until the Major incident is resolved
• Ensuring the Major incident is resolved within the SLAs agreed with the Customer.
• Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high
• Conducting a thorough analysis and preparing the Major Incident Report for every Major Incident after it is closed
• Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents

Required Skills:
• Substantial experience in driving the IT Service Desk Operations.
• Experience in incident management and improvement of relevant processes
• End to end ownership for customer satisfaction through levels of support
• Planning and organization & working well with Virtual Team
• Excellent team skills with ability to listen and contribute to discussions and meetings
• Strong analytical, communication, presentation and reporting skills.
• Good leadership, people management and operational skills
• Preferably ITIL Certified.
• Japanese Language Skills: Fluent
• English Language Skills: Business