Technical Services Team --Technical Lead
Job description [Explanation of division]
Provision of services and enhancement of user experience to employees related to their working environment (Technology, Equipment, Workspace).
1) Technical Expertise and leadership
-Provide technical expertise and solution required to the working environment (employees / outsourced employees).
-Technical support and troubleshooting in the case of escalation from the Service Desk Team and another related department. This could be any end-point device or hardware, software, application and other collaboration tools used by the company.
-Information gathering and reporting support for any incident/request/problem management and quality improvement
-Maintain end-point device patching service, process and change management.
-Enhance the packaging services for all software implementation and updates, based on user requirements.
-In starting a new service, prepare for training and documentation (including processes and procedures) for the enhancement and modification of the services (communication on services, company-wide notifications, and training)
-For the items needing user tests prior to service launch, coordination with overall test management including communication with a test group, troubleshooting, and escalation to Group for update/issue resolution.
2) Customer Focus mindset
-Process enhancement and information cooperation in the event of service changes (manual and FAQ preparation in cooperation with related departments)
-Collaborate and Provide an up-to-date technical guideline with the respective team.
(About Technical Services)
The Technical Services Team is responsible for interaction with different group within NN Life Insurance (local and globally) for further technical enhancement, troubleshooting, new service implementation and alignment within the managed services. Implement and strategize new technology and help for the digital transformation of the company with an emphasis and focus on customer centric solution for proper delivery of an efficient working environment.
The scope of the services is not all IT service-related inquiries, but it includes all general facility equipment and devices. Equipment within the general area such as meeting room, general / collaboration workspace with PCs, networks, printers, applications etc.
Although the team does not respond to inquiries from external customers / agents, it is very important to respond to service with speed and quality in order to other department that directly support customers.
[Selling Points of This Position]
-Diverse work experience with multiple internal / external Stakeholders
-Direct And Diverse Work Experience With Group HQ In The Netherlands, Including Discussion, Negotiation And Relationship Management
-IT support and technical troubleshooting experience with different division or individual users.
[Perspective of Future Career in this Position]
-Career possibility in leader roles in Employee Success Division
-Career possibility in other area in Technology
Requirements Qualification requirements 【Must】
-Over 5 years working in IT related role across a variety of functions including project management
-Over 5 years working in IT Infrastructure service experience and providing client PC support with in-depth troubleshooting experience (Hardware, Application and Software)
-Experienced with Windows PC Management, Group Policy, Active Directory, SCCM, MS 365 and other Collaboration Tools
-Knowledgeable on End-Point Device Management / Maintenance
-Experienced on Software Packaging Technology
-Self-starter / Result driven, proactiveness with positive mindset on continuous change and enhancement
-Good communication and presentation skill
-Native Level Japanese language skill (reading/writing/speaking)
-Advanced business level English language skill (reading / writing / speaking)
-Over 5 years financial institution working experience
-Understanding of Japanese business culture and insurance operational environment
-Microsoft technical working experience
-TIL Foundation Level Certification
Over 5 years experience in a Technical Lead role.