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Japanese Team Lead
Ref No.: 17-02866
Location: Plano, Texas
Japanese Team Lead
Plano, TX
1 Year Contract

Job Description
  • As the Technical Operation Manger, you will manage team operation, including but not limited to reporting, quality and crisis management, provide onsite/offsite support to end users (executives) in either English or Japanese.
  • Under the supervision of the General Manager, the Technical Operation Manager is responsible for managing the day-to-day IT operations, proposing and implementing Kaizen activities, and supporting pre-sales and sales activities related to operation.
  • The ideal candidate should have a customer-first and servant-leader mindset.
  • Managing team resources and creating operation plan.
  • Ensuring service quality to meet or exceed SLA.
  • Timely escalation to upper management for any crisis case.
  • Able to propose kaizen and new operation service proposals, including technical solution and P&L.
  • Responding to, tracking and resolving Service Requests from users as an escalation point, possibly at late night or early morning.
  • This role has an intensive hands-on expectation that requires strategic thinking, planning and teamwork.
  • Candidates must have proven experience in IT Operations and Technical Support and must be prepared to "dive-in” and get started with little supervision.
  • Work in a friendly, diverse environment.
  • Work on interesting technical problems that require creative solutions.
  • Have a friendly "bed-side-manner” – can communicate with non-technical users in friendly, approachable way.
  • Cultivate an environment of creativity, innovation, opportunity, responsibility and flexibility.
  • Demonstrate initiative while remaining flexible and responsive in a very dynamic, often ambiguous environment.
  • Coach team members on developing and deriving a technical solution.
  • Able to classify the urgency and importance of a task and coordinate within the onsite team for task allocation and assignment.
  • Ready to back-fill any team member at any time when required.
  • Play the role of assistant IT manager for internal IT operation within TTNI for the setup and operation of internal IT infrastructure.
  • Provide support to internal audit from IT perspective, which is including but not limited to infosec and asset management.
  • Japanese speaking/writing is required.
  • Helpdesk being 2nd priority to Operations.
  • Bi-lingual, proficient on both English and Japanese.
  • Experience with operation management, e.g. L1/2/3 support, SLA management etc.
  • Experience with team management and member coaching.
  • Flexible and adaptive to fast-moving environments and requests.
  • Provide the strong support to management to build up the operation business, e.g. creating proposals, attending pre-sales/sales activities, and managing P & L.
  • Experience with Administration of CLOUD-BASED IT Services
  • Experience ITIL-based IT Service Delivery/End User workstation support
  • Experience with Service (Help) Request Ticketing Systems
  • Experience keeping Help Request records updated
  • Experience working under/developing SLA's and prioritization of Help Requests
  • Experience reporting Help Request Metrics
  • Strong Communication Skills ( "Bed-side Manner”)
  • Experience ITIL-based IT Asset Management
  • Provisioning and Deployment of End User Systems
  • Demonstrated Hardware provisioning experience (automated and/or manual provisioning)
  • Demonstrated strong organization skills
  • Demonstrated ability to prioritize tasks and providing detailed status updates
  • Demonstrated experience with self-governance
  • Exposure to Administration of Office 365 SharePoint 2013
  • Experience with on premise and/or O365 SharePoint
  • Ability to quickly learn basic O365 SharePoint Administration tasks
  • Experience maintaining and troubleshooting basic on-premise Network Connectivity
  • Basic experience reading and understanding network topology diagrams
  • Exposure to administrative duties to maintain MDF and IDF facilities
  • ¿Understanding of network and wiring (CAT5/6, Fiber)