InComm

  • Incident Management Analyst II - JAPAN

    Job Locations JP-13-Tokyo
    Type
    Full-Time
  • Overview

    Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution worldwide. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in over 30 countries in North and South America, Europe and the Asia-Pacific region. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.

     

    About This Opportunity

    The Incident Management Analyst is responsible for investigating, coordinating, facilitating and driving resolution for assigned incidents.  In addition, the incident manager is accountable for coordinating appropriate technical and business communications, maintaining the timeline of events and providing the resolution with follow-up details to the problem management team.

     

    Why InComm?   InComm offers an opportunity to work in the interesting niche of fin-tech.   We are producing technologies and services that impact consumer shopping in most parts of the world and partner with many of the world’s well-known brands and retailers.  This is an opportunity to bring your IT knowledge, customer service skill,  and bilingual abilities (Japanese and English) to a sector that is constantly evolving, fast paced, and unique. 

    Responsibilities

    • Provide initial classification and prioritization of incidents.
    • Rapidly assess an incident to identify service restoration activities and resources necessary to implement those actions.
    • Provide guidance identifying the technical and business impact of an incident.
    • Coordinate the incident response with the US incident management team, local teams and conference calls where appropriate to engage all additional teams required to drive the incident to a prompt resolution.
    • Document the event timeline to include all activities whether successful, unsuccessful, discussed but not actioned or determined not the appropriate course of action to resolve the incident.
    • Provide resolution, work around and follow-up details to the problem management team.
    • Work closely with the audit team to provide details related to the incident management process and specific incidents.
    • Coordinate the timely notifications and progress updates to executives, technical resources and affected business partners
    • Provide escalation in accordance to the incident management process or if appropriate for a specific incident.
    • Work with Problem Management on Japanese translation for Root Cause Analysis and follow up
    • Provide on call support as needed. 

    職務内容

     

    インシデントの初期分類を行い、優先順位を判断する。

    インシデントを迅速に調査して、サービス復旧活動およびそれらのアクション実行に必要なリソースを特定する。

    インシデントによる技術上およびビジネス上のインパクトを見極めるための指導を行う。

    米国のインシデント管理チームや現地のチームと協力してインシデント対応にあたり、インシデントを速やかに解決に導くために必要なその他すべてのチームをテレビ会議に出席させる。

    成功したか否か、議論したが実施されなかったか、または、インシデントの解決には不適切なアクションと判断されたかを問わず、すべての活動を含め、イベントを時系列で文書化する。

    解決策、迂回策、フォローアップのための詳細情報を問題管理チームに提供する。

    監査チームと緊密に協力して、インシデント管理プロセスおよび特定のインシデントに関する詳細情報を提供する。

    役員、技術リソース、および影響を受けるビジネスパートナー向けにタイムリーに通知や最新の進捗情報が届くよう手配する。役員、技術リソース、および影響を受けるビジネスパートナー向けにタイムリーに通知や最新の進捗情報が届くよう手配する。

    インシデント管理プロセスに従って、または、特定のインシデントに関して必要な場合に、エスカレーションを行う。

    必要に応じて電話サポートを提供する。

    Qualifications

     

    • Bilingual Japanese and English is required.
    • Minimum of 2 years of relevant and progressive customer service and technology experience.
    • Excellent documentation and verbal communication skills in both languages is a must.
    • Ability to work within cross functional teams.
    • Results oriented with a flexible attitude.
    • Must have strong analytical, planning, and organizational skills.
    • Ability to function under pressure with minimal guidance in a fast paced 24 x 7 x 365 environment.
    • Ability to work flexible hours and be available in an on-call rotation in a 24x7 environment
    • PCI experience is a plus.
    • BA or BS degree in related field. Relevant work experience may be considered.
    • ITIL certification preferred.

     応募資格

     

    バイリンガル(英語/日本語)であること

     

     関連する先進的なカスタマーサービス業務およびテクノロジーの経験2年以上

    英語と日本語の両方において優れた文書作成能力および口頭でのコミュニケーションスキルを有すること(必須)

    機能横断的にチーム内で連携して業務を遂行できること

    柔軟な態度を有し、成果主義であること

    分析スキル、計画スキル、組織力に長けていること(必須)

    24時間365日、ハイペースで進む環境の中、最小限の助言しか得られないプレッシャーのもとで職務を果たせること

    24時間週7日の職場環境で、フレックス勤務のオンコール交代制で勤務できること

    PCI経験者優遇

    関連する分野のBAまたはBS学位取得者

    関連業務の経験を考慮

    ITIL認定取得者が望ましい

     

     

     

    InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

     

    #LI-TL1

     

    *This position is eligible for the Employee Referral Bonus Program

     

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