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2024.5.24 [Fri.]

Akihabara UDX 2F AKIBA_SQUARE

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Updated 2024-04-04
Activated 2024-04-04

Field Service Lead

Recruiter
Senior Level
No Industry Experience Required
Online Interview
Foreign Affiliated Company
Publicly Listed Company
Degree Not Required
Urgent Hiring
No Age Restriction
Global Company
Experience Welcome
Visa Support Available

This posting is managed by:	TopTech Informatics K.K / トップテックインフォマーティックス株式会社
Company Name	Company is not publicly visible
Job Type	IT (Other) - IT Help Desk IT (Hardware/Network) - Server and Machine Operation and Maintenance IT (Hardware/Network) - Network Monitoring
Industry	Pharmaceuticals
Location	Asia Japan Shizuoka Shizuoka
Job Description	Incident / Problem Management To support P1/P2 Critical Incident & Problem Management - After hours on call support (tempered to regional workers law) Imparts a sense of absolute urgency in getting a resolution Participate in the P1 and P2 calls and send outs communication to management on alert of incident/updates. It is expected for the FS to consistently be able to articulate and communicate with transparency and accuracy during incidents using standard communication templates. Participates in the Problem management to identify root cause and implement preventive, and corrective actions. Follows up with Support teams the implementation of preventive / corrective actions to avoid future recurrence and closure of the problem ticket within 30 days. Should be able to diagnose the issue in general terms of what is working and what is not working.This could be ability to identify if it is a single switch being down, a single server, the database on a server, a subnet, an application, etc. If no support technicians are available, the FS should be able to perform basic identification task to the extent possible or know who to engage to assist with the task. For example: Check if network switch has power (turned on) or error lights, if no power noticed the FS should know the local facilities/engineering contact to engage for electrical issues. Takes ownership for questions asked by the site and escalates to the extent a reasonable answer can be obtained before going back to the business IT leader. Communicates with Site\Quad Interacts with multiple stakeholders, Execution systems, plant engineers and technicians and Business IT Assists with the coordination of TS – driven Disaster Recovery efforts as applicable at the site. Assists in driving Problem Task’s closure (meetings, action items follow-ups, etc.) as needed, with appropriate support teams for those Applications/Infrastructure under client support. Change Management: Assist in driving change management supporting activities for Client Supported Application/Infrastructure: Communicate Change schedule, obtain/secure approval from Site Team to ensure alignment prior execution. Coordinate/obtain maintenance window for change execution with appropriate parties (e.g. local operations, automation, engineering, etc. Engages Site Leads / Business Stakeholders to ensure testers have been identified from the business side to execute UAT. Coordinates with teams the implementations of changes related to Application Features, Enhancements, New Capabilities, and/or to its supporting infrastructure. Specific tasks related to the role within Change Management for which the FS might be part of concerning applications under Client support. Patch Management: Coordinates the initiation, approval, planning, and implementation of patches related to applications, infrastructure, and OS Client Supported Applications. This service task is for the application support group to monitor application services and server health checks. Operational: Meets regularly with TS to review progress, pending items, impediments, on all operational, incident, and problem management items that the Client team is handling for the site. Lifecycle Management, and Upgrades of TS managed infrastructure at the site in support to the TS Core Project Team such as: Contractor entrance permits, requesting contractor escorts where applicable, requesting cabling quotes to vendor, and translating logistics requirements from project team to actionable items per local/site processes. Coordinates for overall site health and infrastructure and application environment – Failover tests, server patching, IOS upgrades, etc. Maintains IT Infrastructure ownership – Requesting periodical reviews of Non-EDC and communication rooms and addressing remediation actions with facilities as they may arise: Purchasing: It is not expected FS Lead will purchase goods. FS Lead is expected to identify what purchasing needs are required (spare label printers, barcode scanners, etc.) Applicable for sites where this is supported and the budget for specialty IT items reside at the business level. The FS will ensure that applicable supporting groups are engaged to maintain accurate stock inventory of these items and notify the business/site appointed POC for procurement when stock levels are low. Monitor and achieve service levels, tracks metrics/analytics, and ensures site health of TS services (e.g., network reliability, availability, capacity, Workstations/Servers Patch compliance etc.) Service Analysis & Reporting - Generation and Analysis of reports (Compliance Metrics, Reliability, Patch Compliance. – Monitor the IRIS Incident and Request queues Proactively following up with Client teams to ensure SLAs are maintained for incidents and service requests. Prioritization of work should be addressed with management, or through SDL (hybrid Sites) where such incidents/requests belong to client support. Work with 3rd party vendor to ensure SLA's are met by facilitating the engagement related to local activities in support of incident resolutions. For example: • Facilitate engagement with local client resources in identifying, locating, isolating, and cleaning a workstation infected with malware reported. Facilitate engagement with local resources and network team resources in identifying, locating, and removing rogue wireless access point or device connected to the network reported to us by the remote network management team. Facilitate engagement with 3 rd party application support personnel and Client offshore team to work in tandem on incident resolution. End User Support: Facilitating and coordination of end-user services & service desk related to TS services (e.g., desktop/printer/other hardware support, network, user access, collaboration tools, mobility, software install/maintenance). May not apply for hybrid sites with an SDL assigned as this their responsibility. For example: Creating IRIS request for printer installations (Xerox, Ricoh, Zebra, Printers) to be executed by the responsible 3rd party as applicable. Facilitating/guiding business IT partners in the creation of the TMP-1913 for Workstations requests. Executing, filling form, and placing the actual request is not FS responsibility as this resides on the IT business partner. Facilitating cabling requests as needed by placing IRIS service request for cabling installation. Guiding the user when approached on how to obtain specific services. E.g., how to request a laptop, Office Application installation, cellular phones, etc. Apply Critical Thinking. This kind of thought process of “pulling the thread” to identify the issue or situation presented and be able to identify the appropriate support group that should be engaged, and to kindly direct/guide the end user on the appropriate course of action for them to follow
Company Info	Is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700 clients,
Working Hours	Monday- Friday (9:00-18:00 JST)
English Level	Daily Conversation Level (TOEIC 475-730)
Japanese Level	Business Level(JLPT Level 2 or N2)
Salary	JPY - Japanese Yen JPY 4500K - JPY 8000K （Monthly Salary Range: JPY - Japanese Yen JPY 375K - JPY 666.667K *Divided into12month ）
Other Salary Description	Social Insurance Commuting/ Transportation Allowance
Holidays	Five-Day Workweek Child-care Leave Paid Holidays Congratulatory or Condolence Leave Sick Leave
Job Contract Period	Full Time (Two Years renewal Contract)

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