【COMPANY OVERVIEW】
World-renowned beverage manufacturer
【JOB RESPONSIBILITIES】
Incident Management Manager ensures that incidents are resolved promptly, minimizing their impact on business operations, drive continuous improvement, enhance incident response capabilities, and maintain a strong focus on customer satisfaction.
Coordinate response and resolution efforts for major incidents.
Ensure that incidents are properly categorized, prioritized, and assigned to the appropriate teams for investigation and resolution.
Establish and maintain a structured and standardized incident management process.
Manage escalation path & procedures to senior management or other support teams.
Coordinate the activities of multiple teams involved in incident response and oversee the - restoration of services within agreed-upon service level agreements (SLAs).
Lead in the creation of incident reports, including root cause analyses and recommendations for preventing similar incidents in the future.
Collaborate with other teams, such as problem management or change management, to address underlying causes and drive process improvements.
Provide leadership, guidance, and support to build necessary skills, resources, and tools to effectively manage incidents with service provider(s).
【REQUIREMENTS】
Mandatory:
BSc/BA in Computer Sciences, Information technology, Business Administration, or a related field
ITIL Certification.
Native level Japanese and Business level English.
Proven experience of 3 to 5 years in Service Management or Incident management team/discipline.
5+ years of work experience in service-oriented Technology department/function.
Desirable:
MSc/MA/MBA is a plus
Experience in beverage industry preferred.
【FOR FURTHER INFORMATION】
Contact NAME: Jennifer Yamamoto
Email: jennifer.yamamoto@cornerstone.jp