(AIG Sonpo) IT Support Manager

English follows Japanese

職務の役割Job Purpose

ITサポートマネージャーはアプリケーションサポートチームにおける中核的なポジションであり業務アプリケーションの安定稼働およびパフォーマンスを担います
本ポジションは迅速な障害対応原因分析Root Cause Analysisおよび開発チームとの連携による改善修正を通じて高い可用性とユーザー満足度を確保します

開発チームと運用チームの橋渡し役として信頼性に対する共通の責任意識と協業体制を構築します
サービスレベル目標SLOの定義達成エラーバジェット管理ブレームレスポストモーテム責任追及をしない振り返りを実施し継続的改善を推進します
最終的にはソフトウェア開発のスピードとシステム安定性のバランスを最適化しシームレスなユーザー体験の実現を目指します

主な職務内容Job Responsibilities

重要な業務アプリケーションおよびサービスの継続的な稼働率可用性の維持
システムパフォーマンスの監視潜在的問題の検知ダウンタイム防止策の実施
障害インシデント発生時の迅速な対応および復旧対応
トラブルシューティング関係チームとの連携サービス復旧
AI機械学習を活用したログ分析ユーザー行動分析により問題の予測および予防的対応を実施
サポート組織におけるAI活用推進のリーダー役
トレーニング実施ドキュメント作成ベストプラクティス確立
手作業繰り返し作業Toilの自動化による業務効率化およびヒューマンエラー削減
監視アラート基盤の構築運用によりリアルタイムでのシステム状態把握を実現
大規模障害発生後のブレームレスポストモーテムの実施
原因分析学習事項の文書化再発防止策の導入
プロダクトエンジニアリングビジネス部門などのクロスファンクショナルチームとの連携
AI活用による業務効率化顧客体験向上ビジネス価値創出の提案
サービスレベル指標SLI目標SLOの設定および管理
高いユーザー満足度を維持するための開発運用優先順位付け
最新のAI技術業界トレンドの把握および新技術の検証導入
日本のアプリケーションサポートチームを代表しBAU関連プロジェクトや施策をリード

主な関係先Key Relationships

社内
(Within the Organization)

各ビジネス部門
グローバルプロダクションサポート
アプリケーションデリバリー
情報セキュリティ
テクノロジーリスク
インフラストラクチャーサービス

社外
(Outside the Organization)

日本損害保険協会
プロダクトベンダー保守サービス提供ベンダー
データ連携を行う外部機関

必要なスキル経験Required Skills and Experiences

学歴

• 関連分野の学士号

必須スキル資格

AI機械学習の基本概念アルゴリズムモデル学習デプロイへの深い理解
スクリプト言語PythonBash 等および IaC ツールTerraformAnsible 等の実務経験
エンジニアリング志向の問題解決能力短期対応だけでなく長期的改善を重視

障害の迅速な切り分け復旧および再発防止策の実行能力

インシデント対応計画PIR 実施

メトリクスログ等のデータを活用したシステム分析信頼性向上能力

AI活用ツールインテリジェントチャットボット自律型サポートエージェント等の設計導入運用経験

優れたコミュニケーション能力日本語英語双方での技術説明関係者調整が可能

新技術新手法への積極的な学習姿勢

複数タスクの同時進行および優先順位管理能力

経験年数

3年以上の関連 IT 経験地域チーム単位での責任リーダーシップ経験を含む
5年以上のチームリードまたはプロジェクトマネジメント経験
IT サービスマネジメントITSMおよび AI活用型オブザーバビリティツール の実務経験
GPTClaude などの大規模言語モデルおよび関連フレームワークRAG 等の実務経験
本番環境の運用障害対応オンコール対応経験実運用に基づく知見を重視

Job Purpose

The IT Support Manager is a critical role in our application support team responsible for the operational health and performance of our applications. This role ensures high application availability and user satisfaction by swiftly resolving issues performing root-cause analysis and collaborating with our development team on fixes and improvements. You will bridge the gap between development and operations teams fostering collaboration and shared ownership of reliability. Key responsibilities include defining and meeting Service Level Objectives (SLOs) managing error budgets and conducting blameless postmortems for continuous improvement. Ultimately strive to achieve a balance between the speed of software development and system stability ensuring a seamless user experience

Job Responsibilities

• Keep up continuous uptime and accessibility of critical business applications and services. This involves actively monitoring system performance detecting potential issues and implementing strategies to prevent downtime.
• Respond to and resolve incidents and outages promptly. This includes troubleshooting problems coordinating with other teams and restoring service quickly.
• Utilize AI and machine learning to analyze application logs and user behavior patterns predicting potential issues and implementing proactive measures to prevent disruptions and performance degradation
• Champion the adoption of AI technologies across the support organization. Provide training create documentation and establish best practices to upskill team members and foster a culture of AI innovation.
• Automate repetitive manual tasks (toil) to improve efficiency and reduce human error. This might involve scripting developing tools and improving infrastructure management processes.
• Establish and maintain robust monitoring and alerting systems to gain real-time insights into system health and performance. This allows for proactive identification and detection of anomalies or potential issues.
• After major incidents causing outages conduct blameless post-mortem reviews to analyze the root causes of failures document learnings and implement corrective measures to prevent future occurrences.
• Work with cross-functional teams including product engineering and business stakeholders to identify high-impact opportunities for AI integration. Clearly articulate how AI solutions will improve efficiency enhance the customer experience and deliver measurable business outcomes.
• Establish clear measurable targets for system performance and reliability often based on Service Level Indicators (SLIs). These Service Level indicators and objectives guide development and operations priorities to maintain high levels of user satisfaction.
• Stay informed on emerging AI technologies and industry trends. Evaluate and pilot new AI solutions to continuously enhance application support processes and capabilities.
• Lead BAU projects and initiatives representing Japan application support team.

Key Relationships

Internal Interactions
(Within the Organization)

• All Business areas
• Global Production Support
• Application Delivery
• Information Security
• Technology Risk
• Infrastructure Services

External Interactions
(Outside the Organization)

• General Insurance Association of Japan
• Product vendors Vendors provide maintenance/services
• External organizations exchanging data with

Required Skills and Experiences

Educational Qualification

• Bachelors degree in related field

Specific Qualifications

• Strong understanding of core concepts in AI and machine learning including algorithms model training and deployment.
• Proficiency in scripting languages (e.g. Python Bash) and Infrastructure as Code (IaC) tools (e.g. Terraform Ansible) is crucial.
• A strong engineering-minded approach to solving problems with a focus on system improvement and long-term strategic impact.
• Ability to quickly diagnose and resolve system incidents minimize downtime and implement solutions to prevent recurrence is paramount. This includes developing and adhering to incident response plans and conducting post-incident reviews (PIRs)
• Ability to rely on data from metrics logs and other sources to understand system behavior analyze performance identify trends and make informed decisions to improve system reliability.
• Design implement and manage AI-driven tools such as intelligent chatbots and autonomous support agents to automate routine technical support tasks and empower end-users with self-service capabilities.
• Excellent communication skills to articulate technical concepts collaborate on projects and foster a shared understanding of reliability goals. (Both in Japanese and English)
• Proactive in learning new technologies methodologies and tools to adapt to changing environments and continuously improve their skills and the systems they manage.
• Ability to handle multiple tasks prioritize tasks and meet delivery deadlines.

Total Experience

• 3 years of relevant technology experience demonstrating progressive responsibility and leadership in overseeing regional technology teams.
• 5 years team lead or project management experience
• Demonstrated expertise in IT service management (ITSM) and observability tools especially those that leverage AI for analytics
• Hands-on experience with models like GPT Claude and their associated frameworks (e.g. RAG) is a key requirement
• Practical experience running production systems troubleshooting issues and participating in on-call rotations is highly valued building crucial intuition for real-world system failures.

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 .

Functional Area: