ITSM Engineer

This position will require a broad infrastructure skillset and analytical mindset to helps increasing systems stability in Japan by troubleshooting incidents identifying root causes applying lessons learned for incidents prevention improving monitoring and generating reports for engineering and executive consumption.

Job Purpose

Provide support to IT Service Management (ITSM) and Operations processes and infrastructure platforms. This role helps the smooth delivery of services enables consistent service improvement and supports team in resolving technology-related challenges with care clarity and accountability.

Job Responsibilities

Roles and Responsibilities:

Assist with implementation and improvement of ITSM processes (e.g. Incident Change Problem and Service Request Management) Collaborate with cross-functional teams to maintain accurate and useful documentation of infrastructure systems and workflows. Support the adoption and configuration of ITSM/Operations platforms and tools. Monitor operational health of systems assist with resolving service disruptions and communicate clearly with involved teams. Contribute to service reviews RCA sessions and improvement planning with a humble proactive and team-oriented approach that values collaboration and shared learning. Foster clear and respectful communication across support teams stakeholders and business IT showing awareness of others needs and contributing to shared understanding. Offer thoughtful guidance and constructive feedback with humility and a growth mindset supporting team success and the continuous improvement of services and processes. Participate in on-call incidents with a dependable and cooperative attitude demonstrating commitment to the team and readiness to support others when needed.

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Accountabilities:

Support the consistent operation and improvement of ITSM/Operations processes. Maintain well-documented configurations and service procedures. Help ensure service availability and timely incident handling. Contribute to a shared culture of knowledge and mutual respect. Promote alignment with infrastructure and support standards across the organization.

Key Relationships

Internal Interactions
(Within the Organization)

• IT Operations and Support Teams
• Service Desk
• Application Owners
• Project Managers
• Other cross-functional teams business partners and stakeholders as required by project or operational needs

External Interactions
(Outside the Organization)

• Platform and Software Vendors (e.g. ServiceNow ITSM tool providers)
• Third-Party Service Providers and SaaS Vendors.
• Outsourced Support and Managed Services Partners
• Other external collaborators may be engaged based on specific service project or operational requirements.

Required Skills and Experiences

Educational Qualification

• Bachelors degree in information technology Computer Science Engineering or related field.
• Equivalent practical experience particularly where it reflects self-motivation continuous learning and initiative in solving real-world problems will also be considered.

Specific Qualifications

• Familiarity with ITIL framework (v4 or v5 preferred)
• Experience working with ITSM tools (e.g. ServiceNow Splunk SharePoint)
• Understanding of infrastructure components (e.g. Networking Servers Storage Cloud Services User devices)
• Understanding of Operating Systems Middleware Databases (e.g. Arch / Debian / Red Hat Linux Windows MacOS Oracle Sybase SQL Tomcat NGNIX Apache IIS)
• Strong written and verbal communication skills in both Japanese and English with the ability to engage clearly and effectively across technical and non-technical audiences.

Total Experience

• 36 years of experience in IT operations L2/L3 technical support or ITSM process-related work.
• Experience working in supportive team environments contributing to both user-facing and system-level outcomes within medium to large organizations.
• Proven ability to adapt to new tools and processes troubleshoot complex technical issues and enhance system performance through independent self-motivated effort.
• Familiarity with both Windows and Linux-based systems gained through a combination of professional and informal hands-on experience.
• Comfortable taking initiative to explore and implement practical technical solutions often beyond standard procedures while remaining aligned with team objectives.
• Foundational awareness of Site Reliability Engineering (SRE) principles gained through direct participation or adjacent collaboration with projects and/or SRE teams.

At AIG we value in-person collaboration as a vital part of our culture which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG our people are our greatest asset. We know how important it is to protect and invest in whats most important to you. That is why we created our Total Rewards Program a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health wellbeing and financial securityas well as your professional developmentto bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the worlds most far-reaching property casualty networks. It is an exciting time to join us across our operations we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG you can go further to support individuals businesses and communities helping them to manage risk respond to times of uncertainty and discover new potential. We invest in our largest asset our people through continuous learning and development in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

Were committed to creating a culture that truly respects and celebrates each others talents backgrounds cultures opinions and goals. We foster a culture of inclusion and belonging through learning cultural awareness activities and Employee Resource Groups (ERGs). With global chapters ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIGs greatest assets and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race color religion age gender gender expression national origin veteran status disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation please send an email to .

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