Team Manager- Software Support

Job Title: Team Manager- Software Support
Contract Type: Permanent
Location: Tokyo, Minato-ku, Japan
Industry: IT
Salary: 8000000 - 14000000
Reference: 10364
Contact Name: Vinod Kumar
Job Published 21th Mar 2019


Company Information

Our Client is recognized as a leader in software product development by independent research agencies. Headquartered in the United States, Company employs over 15,000+ IT professionals, servicing clients worldwide utilizing its award-winning global delivery platform, and its locations in over 20 countries. The company was ranked by Forbes as among the top 25 Fastest-Growing Tech Companies.

Individuality is key and the company is driven by motivated people with desire to grow, as they do not believe in micro-management.

They are interested in individuals who want to grow, develop, innovate and learn.


  • Supervise and assist help desk technicians to ensure they respond to inbound calls and tickets in an efficient and timely manner
  • Take ownership of support issues, engaging other internal / external expertise as required
  • Effectively resolve escalations and have excellent customer communication skills
  • Monitor tickets for quality management and adherence with defined service level agreements.
  • Conduct career development, planning and performance of team
  • Develop the team’s leadership capabilities
  • Manage and review performance of personnel
  • Conduct 1:1 meeting with team members to solicit feedback on process inefficiencies or team-related issues
  • Manage team work schedules, conduct staff meetings, and maintain team process documentation
  • Ensure team compliance with all policies, procedures and company regulations
  • Establish and influence operating policies
  • Develop standards around which others will operate
  • Independently determine approach to managing teams and daily operations

Required skills

  • 7+ years’ at least in a Developer, SysAdmin, DevOps, role managing complex environments
  • Experience managing multiple clients in IT services area
  • Capable to manage more than 20 resources team
  • Self-motivated, self-driven and capable to understand team needs
  • Proactive and capable to manage resources issues in day to day
  • Proven experience managing customer, escalations, contracts, rotation, etc
  • Excellent ability to identify specific customer needs and drive closure to identified customer issues
  • Excellent ability to build a strong team environment
  • Able to coach and mentor others on understanding the customer and identifying specific needs.
  • ITIL Foundation certification (v3 or higher)
  • Supervise and assist support engineers to ensure they respond to inbound calls and tickets in an efficient and timely manner
  • Be creative and mature with a “can do”, proactive attitude and an ability to continuously “scan” the environment, identifying and taking advantage of opportunities for improvement
  • Detailed oriented, capable of investigating escalated incidents and requests, communicate professionally in a timely manner, with the ability to adapt and learn new skills quickly
  • Capable to create unambiguous and high-quality deliverables
  • Experience managing human factor and delivery complexity without impacts
  • Capable to generate realistic mid and long-term roles
  • Manages constant changes and effectively deploy new services

Nice to have (Not Mandatory)

  • Experience working on environments that include support of Cloud Providers (AWS, Google, Azure, etc.).
  • Mentoring and team building expertise.
  • Cloud Services experience is a big plus
  • Deep understanding of Service Desk documentation design standards.
  • Understanding of the Scrum main terms (standup, retrospective, backlog, iteration, etc.) and principles.
  • Develops an understanding of challenges for the team.
  • Project manager training.
  • Advanced ITIL certifications (Service Operations, Service Transition, Service Operations, CSI)

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