• Incident Management Analyst II - JAPAN

    Job Locations JP-13-Tokyo
  • 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 or connect with us on,, or


    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. 


    • 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. 















    • 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.



















    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.




    *This position is eligible for the Employee Referral Bonus Program



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