We are hiring for a seasoned Incident Operations Manager to join a BSS SRE & Operations team at a major tech and e-commerce giant.
About the Role
Your role will be pivotal in safeguarding the performance of next-generation digital services that are used by millions.
*Japanese language ability is preferred but not required.
Responsibilities
Incident Command & Resolution:
Lead the end-to-end management of production incidents in our BSS environment, coordinating technical teams, vendors, and stakeholders to ensure timely and effective resolution.
Communication & Reporting:
Act as the central point of communication during incidents, providing clear, regular updates to all stakeholders and managing expectations effectively.
Post-Mortem & Improvement:
Drive post-incident reviews to identify root causes, analyze trends, and implement proactive changes to enhance system reliability and prevent future occurrences.
Process & Team Leadership:
Develop and refine IT support policies and procedures, while mentoring and leading the IT support staff to foster a culture of operational excellence.
QualificationsExperience: 6-12 years of total experience in IT, with a proven track record in a managerial or lead role.
Core Domain Knowledge:
Deep, hands-on knowledge of Telecom BSS (Business Support Systems), including CRM, Billing, and Order Management. This is non-negotiable.
Process Expertise:
Strong proficiency in ITIL-based Incident Management processes, with ITIL certification being a significant advantage. Proven experience leading high-pressure technical bridges is required.
Combined Skills:
Solid technical troubleshooting skills, exceptional communication and conflict resolution abilities, and experience working within a complex, multi-vendor environment.
If you are ready to take on a challenging and rewarding role with a clear path for career stability, I want to hear from you.
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