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IT Incidence and Response Tokyo


08-21 IT Incidence and Response/ ITインシデント&リスポンス


Information & Technology

8-10 million
The position is responsible for the 1st level application support and will be a part of a Group Holdings company.
Sense & Respond team work closely with Service desk and offshore IT support teams (US, India, Philippine). The focus is to deliver high-quality application solutions to the businesses, and to the end users who subscribe to services. The support covers a range of software and hardware platforms for call centers, logistic and warehouse operations in Japan.


1. Provide technical support for production system applications and troubleshoots issues when raised.
2. Prioritize incidents and issues raised and coordinate to resolve it accordingly.
3. Coordinate escalation and resolution of major service issues.
4. Maintain ownership until resolution of technical issue.
5. Report promptly to management and business partners regarding critical outages until resolution.
6. Regular discussion and follow up production issues with in country and offshore application
support teams to determine remediation and prevent reoccurrence.
7. Interact with infrastructure, release management, change management, DBA, front office and
back office application teams.
8. Arrange, assign, adjust, and monitor shifts to have appropriate coverage for 365 days operations,
including weekends and holidays.
9. Assist in support hours of operation and off hour production emergencies.
10. Develop relations with business users, local and global support teams.
11. Implement and review of production support procedures, policies and documentation for