Infrastructure Manager (TOM-TOM)

Job Summary

Job Title : Bilingual Incident Manager (English & Japanese)

Location : Tokyo

Job Type : Full-time

Company Overview :

We are a leading multinational company committed to fostering diversity and inclusion in the workplace. With a focus on promoting more females into management roles, we provide a supportive and collaborative environment where employees can thrive. Our office in Tokyo offers a pleasant workspace with opportunities for remote work, flexi-time, and a healthy work-life balance. Join us and become part of a dynamic team where you can grow your career in service management and gain exposure to executive leadership.

Position Overview :

We are seeking a highly skilled Incident Manager fluent in both English and Japanese to join our Infrastructure team. The ideal candidate will have ITIL v4 certification and extensive experience in managing IT incidents, particularly within infrastructure domains. This role requires strong communication skills in both languages, with a focus on maintaining relationships between the business and IT stakeholders during critical incidents. The Incident Manager will lead war room sessions to resolve incidents promptly and effectively, ensuring minimal impact on business operations.

Responsibilities :

1. Manage IT incidents across infrastructure domains, including networks, servers, and systems.

2. Lead and facilitate war room sessions to coordinate incident resolution efforts, engaging technical teams and stakeholders.

3. Communicate effectively with executives and C-level stakeholders, providing concise one-pager explanations of incidents and their impact on business operations.

4. Report back to the business on incident status and resolution, maintaining a humble and respectful tone in written communications.

5. Utilize bilingual proficiency to communicate in Japanese, including the appropriate use of Keigo and the ability to apologize effectively during incidents.

6. Collaborate with international teams in Europe and Asia, fostering a multicultural work environment.

7. Promote a positive company culture focused on diversity and inclusion, supporting the advancement of females into management roles.

Requirements :

1. Fluency in both English and Japanese, with the ability to communicate effectively in business settings.

2. ITIL v4 certification and previous experience in Incident Management, with a focus on IT infrastructure.

3. Strong technical background with expertise in IT incident handling and resolution.

4. Strong business communication skills, including the ability to present technical information to non-technical stakeholders.

5. Understanding of Japanese business culture and etiquette, with experience living in Japan preferred.

6. Proven ability to manage major IT incidents and lead resolution efforts in a fast-paced environment.

7. Commitment to promoting diversity and inclusion in the workplace.

8. Flexibility to work remotely and in the office, with a focus on maintaining work-life balance.

Benefits :

1. Competitive salary and benefits package.

2. Opportunities for career growth and exposure to executive management.

3. Collaborative and supportive work environment.

4. Flexi-time and remote work options.

5. Exposure to international teams and projects.

Career Path :

This role provides opportunities for advancement within the Service Management field, with exposure to executive leadership. As you excel in your role, you will have the chance to make a name for yourself and be recognized by our CTO / CIO.