Ensure service levels are clearly defined, understood,
and met for all services.
Ensure that the quality of service is in line with the agreed SLA.
Regularly review SLA metrics and collaborate with contract team if changes are needed.
Actively participate in managing the escalation of major incidents.
Easily problem diagnose critical incidents and escalate unresponsiveness if necessary.
Overview of problem areas to ensure appropriate actions are taken in a timely manner. It also analyzes the effectiveness of the known error database and suggests improvements.
Actively participate in change management functions to ensure changes are properly reviewed, tested, and implemented without causing unexpected outages to the environment. Review changed data and address any negative trends.
Over 7 years of work experience in the IT industry
3+ years of experience in a similar ITSM (ITIL-related role) or IT operations/IT service delivery.
Ability to troubleshoot/resolve complex issues smoothly/effectively with a broad and basic IT understanding.
Deep understanding of SLA and customer care metrics
Knowledge of ITIL V4 best practices
Technical translation and non-technical translation (Japanese to English) available
【GOOD TO HAVE】
Experience working in insurance or other financial fields.
Experience working in multidisciplinary/multicultural teams.
Understanding the ITIL model
【FOR FURTHER INFORMATION】
Contact NAME: Jennifer Yamamoto