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IT Manager, System Support & Helpdesk

HYLA Mobile

HYLA Mobile

IT, Customer Service
Tokyo, Japan
Posted on Wednesday, June 14, 2023

Job Purpose

This job is responsible for managing System Support team and Helpdesk & Infrastructure team in Japan IT division to provide day-to-day technical support for clients and internal teams and colleagues in Japan. S/he manages a team to plan, organize, lead, supervise, and coordinate projects, activities, and daily tasks with the local business and the global IT team.

Primary Job Responsibilities

  • Build and nurture the System Support team and Helpdesk & Infrastructure team to enhance organizational capabilities by defining and assigning a proper role and responsibilities to each staff member, giving guidance, advice, coaching and feedback, and educating and training them
  • Ensure effective, efficient, and timely incident management scheme being in place including but not limited to detection of incidents, prioritization among issues/ tasks, staff assignment, root-cause analysis, resolution, preventive actions, documentation, tracking, reporting, follow-ups
  • Accountable for collecting, compiling, interpreting, and summarizing changes required to enable changes in business processes and proactively propose/ recommend changes for efficiency and productivity given new/ changed requirements in business, new tools/ technologies, and other various factors
  • In charge of system support manual being in place and always at the latest, building and generating regular and ad hoc reports to share team’s performance against KPIs, incidents trend, progress on resolution, etc., assisting and leading the team for complex troubleshooting cases and interpreting complex errors, and automating and monitoring operational processes
  • Monitor infrastructure health, escalate to the global IT team for issues/ outages, follow up on problems and incidents
  • Support testing activities for maintenance and projects – provide guidance for testing strategies, scope and scenarios; review and provide advice for testing-related estimates of effort, duration and resource utilization; review test plans; identify risks in the test planned and contribute to the overall management of testing and associated risks; coordinate, manage and participate in complex testing efforts
  • Build and keep enhancing knowledge on the business operations to support productivity improvement

Basic Qualifications Required

  • Bachelor’s degree in a technical discipline
  • Bilingual in Japanese and English
  • Min. 3 years of people management experience having a proven track record of good leadership
  • Min 5 years of experience in software development or engineering
  • Min 7 years of experience in different IT areas, working through the business analysis, design, development, production support and infrastructure
  • Min 7 years of leading implementations of mission critical applications supporting diverse technologies
  • Knowledge and experience in the use of distributed technologies including but not limited to Visual Studio .NET, Visual Basic .NET, C#.NET .NET Framework 3.5 & higher, AJAX and Extensible Markup Language (XML & XMLT); IIS 7.0 and higher
  • Others including Code Smith code generator, Web Services, WSS 3.0, WSE, & WCF, CSS, HTML, DHTML; Javascript
  • Source control tool – TFS
  • Reporting tool – SSRS and SharePoint
  • Database technology including Oracle 12c and SQL server 2014 and PL/SQL and Stored procedures
  • Experience with Windows operating systems and shell scripting
  • Understanding of cloud hosting and server availability behind a load balancer and firewall
  • Ability to work outside normal office hours for coordination and reporting with the global IT team, and to provide support and problem escalation as required
  • Hands-on, roll-up sleeves, and can-do attitude
  • Result driven and detail oriented while keeping the holistic picture and strategic
  • Good communication, influencing skills, excellent stakeholder management
  • Excellent organization, multi-tasking, and prioritizing skills
  • Ability to analyze complex business and system problems, propose effective solutions, and understand and apply business vision and direction


The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.