Japan Market Onsite Support
3 日前

Duties and Responsibilities :

Japan Market Onsite Support :

  • Support market in build deployment to production store
  • Validate and analyze production issues
  • Prioritize and follow-up with L3 team for resolution
  • Report incident status (and resolutions) during the weekly review meetings
  • Coordinate activities that require store configuration
  • Monitor the tickets based on Service Now incidents and propose closure when ticket resolution are confirmed
  • Manage the Service Now incident tickets on the L3 queue
  • Raise and manage Service Cafe tickets for escalation to the global L3, L4 support teams
  • Requirements and Qualifications :

    Essential :

  • Production support skills (ticket management, escalations)
  • Strong billingual communication skills (in English and Japanese) to read / write tickets and emails, present the Production Management status, commuicate with local groups as well as global team members
  • Preferred :

  • Ability to work in distributed and global teams
  • Capable of working independently, but also aware of needs for escalations
  • Strong teamwork and rapport, in order to escalate and resolve issues quickly
  • Task management skills in order to coordinate team activities
  • Prioritization skills to determine the critical incidents
  • Ability to work under the pressure of a production environment
  • Language ability : High level Japanese N1 / N2 and Business level English


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