・Provide 2nd level support for retail stores IT needs and daily issues. (1st level is local vendor)
・Monitor Service Desk tickets assigned to the queue and advise/resolve/escalate in timely manner based on the severity and complexity. Escalate and report all emergency cases to regional retail IT team. Analyze the incident tickets, determine root cause and identify area for improvement and make suggestion for improvement.
・Manage the performance of outsourcing vendor to support Japan retail stores ensure that service levels are achieved, meeting, and exceeding expectations in regards to defined KPIs, SLAs, and customer expectations/requirements. Negotiate with 3rd party vendor to maximize the benefit to the company
・Provide day-to-day system administration and technical support services including network connectivity, software tools on IT facilities.
- Minimum 4 years of experience in retail IT
・Minimum 4 years of experience in retail IT
・Bachelor’s degree a minimum 3 years of experience in retail system support and application deployments
・Experience with POS system is a must, other retail system experience is strongly preferred.
・Minimum of 3 years of experience including analysis of business requirements, designing, and testing
・Language skills both in Japanese and English are must. (Japanese : Native/Fluent, English : Business)
- 28-28 （長期勤続によりキャリア形成を図るため）