IT Support Manager-KP

Job Description

Career Opportunity for an IT Support Manager in Japan!

IT Support Manager

Dont have insurance experience No problem. If you bring strong technical operational and AI-driven support experience wed love to hear from you.

Company Overview

A leading global organization in the insurance and financial services sector this company is known for offering comprehensive commercial and personal coverage solutions to businesses and individuals worldwide. With a strong international footprint and a robust property-and-casualty network it consistently drives innovation and helps shape the future of the insurance industry. The organization is committed to supporting clients through uncertainty while fostering a culture of continuous learning growth and empowerment for its people.

Your Role and Responsibilities

The IT Support Manager plays a key role in ensuring the reliability and performance of applications. This position focuses on maintaining high availability quickly resolving issues driving root-cause analysis and collaborating closely with development teams to improve system stability and user experience.

Ensure high availability stability and performance of critical business applications through proactive monitoring and incident management.

Lead incident response and root-cause analysis including blameless post-mortems and preventive actions.

Drive the use of AI and automation to predict issues reduce manual effort and improve operational efficiency.
Establish and manage monitoring alerting SLIs/SLOs and reliability targets to maintain strong user experience.

Collaborate with engineering product and business teams to improve system reliability and deliver measurable outcomes.

Lead BAU initiatives and represent the Japan application support team in cross-functional projects.

Experience and Qualifications

Bachelor Degree in related field

Strong understanding of AI/ML fundamentals including model training deployment and practical application in production systems.

Proficiency in scripting and automation (Python Bash) and Infrastructure as Code tools such as Terraform and Ansible.

Solid engineering mindset with a focus on long-term system reliability and continuous improvement.

Proven ability in incident management root-cause analysis and prevention through structured response plans and post-incident reviews.

Data-driven approach using metrics logs and observability tools to analyze system behavior and improve reliability.
Hands-on experience building or managing AI-driven support solutions including chatbots autonomous agents and self-service platforms.
Strong communication and collaboration skills in both Japanese and English.

Experience leading teams or projects with the ability to prioritize tasks and meet delivery timelines.
3 years of relevant technology experience and 5 years in team leadership or project management roles.

Expertise in ITSM and AI-enabled observability platforms.

Practical experience with LLM models (e.g. GPT Claude) and frameworks such as RAG.

Experience operating production systems participating in on-call rotations and troubleshooting real-world incidents.

Good Reasons to Join

Opportunity to contribute to the modernization of application support through AI and automation initiatives.
Responsibility for ensuring stable operation and high availability of mission-critical business applications.
Close collaboration with engineering product and business stakeholders in an enterprise environment.

Role in promoting operational excellence including incident management and continuous improvement practices.

Stable position with long-term career growth leadership responsibility and regional ownership in Japan.

Work Location

Tokyo Japan- Hybrid

Details will be provided during the meeting.