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L2 Operations Team Leader

L2 Operations Team Leader

Fidel Consulting KKTokyo, Tokyo, Japan
9日前
職務内容の詳細

Appealing Points :

  • Leadership opportunity in a growing SaaS operations team  Lead a team of L2 and Service Desk Engineers, utilizing your team management and mentoring skills in a high-impact role.
  • Work with cutting-edge cloud infrastructure and monitoring tools  Hands-on experience with AWS, Prometheus, Grafana, and ELK in a modern CPaaS environment ensures constant technical growth.
  • Structured operations with ITIL-based processes  Gain expertise in professional IT service management through ITIL-compliant workflows, RCA, and continuous process improvement initiatives.

Annual salary : 6 million and above

Responsibilities

  • Manage and lead a team consisting of 3 L2 Operations Engineers and 5 Service Desk Engineers to ensure smooth support operations.
  • Handle day-to-day operations and provide L2 support for an CPaaS SaaS platform hosted on AWS.
  • Provide high quality customer support, communicate professionally with customers over multiple line of communications like : calls, emails and chats. Ensure customer satisfaction.
  • Troubleshoot and resolve technical issues quickly and efficiently.
  • Monitor platform health and performance using Prometheus, Grafana, and ELK stack for data visualization and alerts.
  • Ensure daily health checks of the production platform using both au- tomatoing tools and manual verifications.
  • Prepare weekly incident and customer ticket status reports and sum- marries.
  • Perform root cause analysis (RCA) for production incidents and follow up on RCA action items until closure.
  • Generate weekly and monthly usage reports as required by sales, business operations, and management teams.
  • Coordinate with various internal teams and external partners for seamless operations.
  • Maintain and update technical SOPs (Standard Operating Procedures) to reflect current best practices and system changes.
  • Align and allocate resources during production deployments to per- form sanity checks and monitor the health of the platform.
  • Implement ITIL-based incident and problem management practices.
  • Identify and drive improvements in operational processes and work- flows.
  • Participate in an on-call rotation to provide support during off-busi- ness hours and weekends.
  • Continuously learn about new platforms, services, and technologies to enhance skillset.

    • Qualification :

  • 5 and above years of experience in IT operations or support, ideally with enterprise SaaS platforms hosted on AWS.
  • Conversational Japanese language proficiency required.
  • Experience in technical customer support, solving customer issues and ensuring customer satisfaction
  • Advanced knowledge of Linux shell scripting and command-line tools
  • Understanding of TCP / IP, DNS, load balancers,
  • Familiarity with network debugging tools (e.g., trac route, netstat, tcpdump).
  • Proficiency in Shell, Python,
  • Good working experience with SQL / NoSQL databases (e.g., MySQL, PostgreSQL).
  • Experience working within ITIL frameworks and processes.
  • Hands-on experience with AWS cloud services.
  • Familiarity with monitoring and visualization tools such as Prometheus, Grafana, and ELK stack.
  • Strong troubleshooting and problem-solving skills.
  • Experience in preparing reports, conducting RCA, and managing fol- low-ups.
  • Proven team management experience, with ability to lead and mentor L2 and service desk engineers.
  • Ability to collaborate with multiple stakeholders and manage vendor relationships.
  • Process-focused with a drive for continuous improvement.
  • Comfortable supporting outside normal business hours as part of an on-call schedule.
  • Strong interpersonal and communication skills.
  • Preferred Qualifications : 5 years and above of relevant experience, IT / Computers studies / degree is an advantage

    • Language Skills : Fluent level Japanese (JLPT N1) and Business level English.

    Company Description :

    The largest eCommerce company in Japan, and the third-largest e-comBusiness-levelmerce marketplace company worldwide.

    The organization provides a variety of consumer and business-focused services including e-commerce, e-reading, travel, banking, securities, credit card, e-money, portal and media, online marketing, and professional sports

    Measures against passive smoking]

    No smoking indoors allowed

    Designated smoking area

  • Skillset Required : Japanese JLPT N1, English 2, AWS, ELK stack, DNS, IT operations, support, SaaS , MySQL, PosgreSQL, AWS cloud
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    Operation • Tokyo, Tokyo, Japan