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Support Analyst

Job Title: Support Analyst
Contract Type: 正社員
Location: Tokyo
Salary: 5 - 7 Million Yen Annually
Start Date: ASAP
REF: DS612388
Contact Name: Danny Silk
Contact Email:
Job Published: 3年弱 前

Job Description

Job Title: Support Analyst

Location: Japan – Tokyo

Purpose of the role:

  • This role will act as the key liaison and initial Technology contact between the Japanese Stakeholders (Acquirers and Issuers) in Tokyo, and internal technical and operational teams.

Key role deliverables:

  • To act as the communication link between technical and operational teams and the Acquirers and Issuers in Japan
  • Handling Live Issues/incidents:
    • Performing the initial consultation.
    • 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 systems (ServiceNow) 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 BAU Queries:
    • Taking full accountability for all queries raised by Acquirers and Issuers and ensuring they are documented and communicated effectively and efficiently
    • Engaging with the appropriate internal 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 contact for receiving and communicatingpertinent information received from the Acquirers and Issuers, card scheme mandated releases, new Issuers etc.


Other Significant Role Requirements:

  • 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.
  • Fluency in Japanese and English is essential.


  • Degree level education
  • Proven written and oral skills in Japanese and English Languages
  • Experience in Finance/Card industry would be a distinct advantage

Technical Knowledge:

  • Understanding of networking technologies and protocols, ISP, MPLS , IP, VPNs, TCP, UDP will be a plus
  • Understanding of distributed communications systems
  • Knowledge and understanding of Acquiring and Issuers
  • Understanding of the ITIL framework