This role will act as the key liaison and initial Technology contact between our Japanese Clients in Tokyo, and our technical and operational teams supporting these systems.
Key role deliverables:
- Handling Live Issues/incidents:
- Performing the initial triage raised by our clients
- Engaging with the appropriate support teams.
- Understanding, verifying and communicating the incident priority correctly.
- Lead the incident recovery activities through efficient & effective communication, and drive across the required support teams
- Logging and updating in our systems in line with the defined incident management process and practices.
- Ensuring a full and complete handover to other team members at the end of each local business day.
- Managing Queries:
- Taking full accountability for all ueries raised by clients and ensuring they are documented and communicated effectively and efficiently
- Engaging with the appropriate teams to obtain resolution of all issues raised, ensuring all activities are fully documented and communicated
- Ensuring all responses are of sufficient content, detail and presentation to resolve the issue at hand, challenging and escalating as appropriate if not.
- To be prime technology contact for receiving and communicating pertinent information received from our clients and partners
- Excellent verbal and written communication skills – English and Japanese.
- Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
- Strong organisation skills, attention to detail and capable of meeting tough deadlines in a demanding environment.
- Requires fast and accurate judgment and analysis of complex situations and strong decision making skills
- Must be able to work well in a collaborative environment that promotes sharing of knowledge and experiences.
- Team Player with the ability to adapt to a continually changing market and customer demands.
- Able to prioritize and promptly respond to customer issues/requests.
- Highly motivated individual that encourages initiative in others; takes action to create opportunities and/or avoid problems.
- Strong work ethic, self-starter and confident.