Technical Operation Manager - Tokyo

  • Higashi-Shimbashi Minato-ku, Tokyo, Japan
  • Full-time

Company Description

Boost your career with the Cloud Communications division of NTT, a leading global technology services company bringing together the expertise of leaders in the field including Arkadin, NTT Communications, Dimension Data, and NTT Security. By joining us you will play a key role in a business which delivers world-class cloud communication solutions that enable a more digitally connected workspace with dynamic collaboration interactions for improved workforce efficiency, productivity and engagement. 

With exceptional opportunities in our many offices around the world, your talent will find a place to help our teams and develop quickly. In fact we are a people company with strong core values & talented employees committed to our mission. In return, we do our best to make sure we give our people the recognition they deserve. 

Together we do great things and build a global team that is agile, engaged and able to respond to the ever-changing digital world. Together, we enable the connected future.

If this sounds like the company you’d like to work with, we’d love to meet with you!

Job Description

Job Description

  • To carry out customer operations responsibilities efficiently and to ensure our SLA’s are met.
  • Provide support and guidance to the customer operations team members in Japan to ensure day-to-day operations of the business run smoothly.
  • Responsible for customer escalation and work closely with service providers for continual service improvement.
  • Accountable for operational projects assigned by his/her manager.

Key responsibilities

  • Assist customer operations director in the day to day running of NTT Cloud Communications business
  • Accountable for the execution of the maintenance program for NTT Cloud Communications’s production and corporate environment
  • Work closely with local customer operations teams to ensure routine maintenance work is carried out according to the standard operating procedures
  • Accountable for incident and Salesforces case management to manage metrics of them and to meet SLA
  • Provide L2 technical support and escalate complex incidents to L3 team
  • Coordinate with Corp and local customer operations teams for operations projects and tasks
  • Work closely with NTT Cloud Communications partners and vendors to facilitate incident resolution
  • Ensure the office environment is setup properly which includes the LAN and wireless network infrastructure, firewalls, switches, routers, Cisco PBX, anti-virus servers, printers, Microsoft domain controllers, file/print servers, WSUS, Lync Clients, user computers, etc.
  • Responsible for customer complaints and escalations
  • Lead the customer operations team to encouledge,  grow, train and support L1/L2 support team members
  • Manage service providers and vendors relationship and negotiate pricing
  • Responsible for continual cost saving and service improvement planning

Qualifications

  • Degree holder with minimum 3 years experience in similar role as a service provider with hands on experience in Microsoft and Linux operating systems
  • Strong IT knowledge including Network Infrastructure, TCP/IP and VoIP
  • Strong knowledge of Audio, Web and Video Conferencing Products, especially Cisco Webex and calling
  • Strong Telco knowledge including ISDN T1/E1, PSTN, Audio Gateway and conferencing bridge configuration
  • Proficient in all Microsoft office applications
  • Knowledge of ITIL processes
  • Strong interpersonal and communication skills
  • Bilingual in English and Japanese

Additional Information

Management skills

  • People management / support and lead team
  • Development plan / deliver for team members
  • Boost team spirit 
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