SDM/Japan

Job Responsibilities/Essential Functions/Competencies
•  Provide operational oversight to multiple D2OS Clients.
•  Daily review of all incidents, changes, requests, problems, and all D2OS monitoring tools for clients.
•  Work closely with client to complete operational tasks.
•  Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned clients.
•  Assist in preparation and participate in weekly operations meetings for D2OS Clients as needed.
•  Assist in preparing Operational reporting for the Monthly and Quarterly meetings.
•  Manage Infrastructure Services Escalation bridges.
•  Create and present Root Cause Analysis for Critical Incidents.
•  Work closely and support Process and Compliance leadership.
•  Create and update documentation including Standard Operating Processes and Procedures.
•  Participate in an on-call rotation to be the Service Delivery Escalation point 24 x 7 for all D2OS operational issues.

Qualifications

• Education: Associate’s Degree in Business, IT, or related field or equivalent experience.
Certifications
• ITIL certification is highly desirable.
Work Experience
• 9+ years of experience in ITIL Service Management practices, including Incident, Change, Request, and Problem Management.
•  Exposure to technology projects and project management.
Specialized Knowledge, Skills, and Abilities
•  Advanced skills in MS Office applications including Excel, Word, and Outlook.
•  ServiceNow and SharePoint experience is a plus.
•  Ability to work independently and aggressively track incidents.
•  Excellent documentation skills and attention to detail.
•  Ability to communicate well with customers and co-workers.
•  Ability to work in a team environment.
•  Strong problem-solving and research skills.
•  Strong communication skills (written, verbal, and presentation).