Overview:
As part of a premium support organization, you will serve as the operational leader managing technical support for large-scale enterprise customers. You will engage closely with internal support, engineering, and service teams, becoming the bridge between the customer and the company. The HTOM ensures network performance, manages escalations, leads incident reviews, and adds strategic value to customer operations. This is an ideal role for professionals looking to lead operations for high-profile clients and grow in a dynamic, multi-cultural environment.
Key Responsibilities:
• Serve as the primary operational lead for high-touch technical support services.
• Build relationships with customer operations teams (NOC, IT operations).
• Manage and escalate incidents to ensure rapid resolution.
• Lead Monthly and Quarterly Business Reviews with customers.
• Coordinate technical experts (Asset Managers, Learning Advisors, Engineers) to support customer needs.
• Provide input on project planning, risk mitigation, and service delivery improvements.
• Lead Root Cause Analysis and Post-Incident Reviews.
• Stay engaged during critical outage situations and drive cross-functional alignment.
• Maintain detailed operational documentation and communication records.
Required Qualifications:
• Bachelor’s degree with 5+ years of relevant experience or Master’s degree with 3+ years.
• Experience managing enterprise-level technical support or service delivery.
• Familiarity with ITIL v4 (Foundation certification required).
• Strong coordination and escalation handling skills.
• Presentation and reporting skills for executive-level communication.
• Ability to lead conversations and decisions in a bilingual environment (Japanese/English).
Preferred Qualifications:
• Experience with network operations, virtualization, and service orchestration.
• Knowledge of technologies such as ACI fabric, DC switching, SRv6, or mobility.
• ITIL v4 Create, Deliver & Support certification.
• CCNA certification.
Key Attributes:
• Customer-oriented with strong leadership and conflict resolution skills.
• Highly organized and detail-oriented.
• Able to work independently and collaborate across global teams.
• Adaptable to fast-paced and dynamic work environments.
Additional Information:
• May require occasional off-hours support for critical situations.
• Role involves strategic visibility and collaboration with senior leadership.
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