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Job Details

Service Management Team Leader Logistics Company, Tokyo, Japan
3-0 years
 Per Month
23 Days Ago
Full Time

Job Description

Position/Name of Position: Service Management Team Leader, Information Technology Department, Information Technology & Business Process Division

There are currently 6 employees in the Information Technology Department (3 males and 3 females in their 30's to 50's) and 2 outsourced staff. (3 men and 3 women in their 30's to 50's) and 2 subcontracted staff.

The service management team consists of a manager (a woman in her 50s) and two outsourced staff members.

This position is a team leader position that works under the manager with the outsourced staff.

Job Description: The successful candidate will be responsible for the execution of infrastructure related projects in accordance with the global IT governance.

  • Communicate with IT service team members (user support: outsourced staff) (20%). Handle incidents (we call them "tickets"). "Number of cases processed November 2023 - February 2024 Average of about 40 cases per month. In addition to the head office, a total of 11 locations are handled, including remotely (in addition to the teams listed on the left) "Support requests for tickets not assigned, and 30-40 inquiries per month without ticket issuance). Mainly outsourced workers respond to tickets, but employees also respond depending on the situation. We may request user support at the Narita site a few times a month. The team leader mainly confirms progress at weekly meetings and handles cases that are difficult to resolve or require overseas escalation.
  • IT related equipment asset management and disposal procedures (10%)
  • IT-related invoice processing (obtaining quotes and placing orders for IT-related equipment, processing monthly network and telephone cost invoices, (10%)
  • User communication (via email) regarding service outages and planned maintenance (10%)
  • Implement and support IT infrastructure projects in accordance with Global IT policies (10%)
  • Coordination with Global IT department via email and conference calls (10%)
  • Server and network maintenance (10%)
  • IT infrastructure support for office start-up and relocation (5%) *Support for new office start-up in Kitakyushu, Fukuoka is scheduled this year.
  • Improvement of user support service level (5%)
  • IT security related services (5%)
  • IT infrastructure support services in accordance with business contingency plans (5%)
  • In the process of developing a business contingency plan (BCP), we will be asked to provide information on any IT infrastructure-related issues.
  • There are no major projects in progress. Most of the support requests are received on a case-by-case, spot basis.

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