Japanese Service Desk - Nihongo 日本語

Siegen HR Solutions; Manila; On-site; PHP 400,000 - 800,000; Full time

Job summary

Siegen HR Solutions in Manila seeks a Global Incident Manager to act as the ongoing interface between clients and our systems, ensuring quality and leveraging deep product knowledge to resolve issues.

You will coordinate global O365 incident management, balance tasks across service teams, and drive major incident resolution with structured follow-up and policy adherence.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems or equivalent.
• Fluent in English and Japanese (N3 or higher).
• Service Management skills – incident and change management; ITIL Process.

Responsibilities

• Global incident manager coordination: Coordinate global O365 incident management and resolution process to verify policy adherence.
• Incident task load balancing: Ensure incidents and tasks are properly assigned; balance workload and prioritize across service core teams.
• Incident resolution continuity: Ensure effective reassignment of unfinished incidents for follow-up in the next shift.
• Incident resolution coordination: Lead global major incident management process and required operational follow-up.

Skills

English

Japanese (N3+)

Education

Bachelor’s degree in Computer Science or Information Systems

Job description

JOB DESCRIPTION:Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

KEY RESPONSIBILITIES:

• Global incident manager coordination: Perform the duties of global O365 incident manager coordinating global O365 IM and resolution process to verify IM policy adherence
• Incident task load balancing: Verify that no incidents and tasks stay unassigned Load balance and prioritize task assignments across the service core teams as needed and flag unresolved incidents needing immediate follow up beyond current work shift
• Incident resolution continuity: Verify that there is effective reassignment of incidents and tasks that were not completed during one work shift and require direct follow up in the next work shift
• Incident resolution coordination: Coordinate required operational follow up of global incident resolution Major incident resolution coordination: Initiate and lead global major incident management process.

TO QUALIFY:

• Bachelor’s degree in Computer Science, Information Systems or equivalent
• Fluent in English and Japanese (N3 or higher)
• Service Management skills – incident and change management; ITIL Process