🚀 Drive the Future of Insurance IT: Non Insurance Domain Candidates can also apply
■ Job Title
IT Support Manager
■ Company Overview
Join a leading global insurance organization with over 100 years of experience.Our member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions.These offerings help businesses and individuals protect assets, manage risks, and provide for retirement security. This role is within **General Insurance, a leading provider of commercial and personal insurance products with one of the world's most far-reaching property casualty networks.
■ Your Role and Responsibilities
The IT Support Manager is a critical role responsible for the operational health and performance of our applications. You will ensure high application availability and user satisfaction by bridging the gap between development and operations teams, striving to achieve a balance between the speed of software development and system stability.
Key responsibilities include:
Maintaining continuous uptime and accessibility of critical business applications.
Promptly resolving incidents and outages, coordinating with other teams to restore service quickly.
Defining and meeting Service Level Objectives (SLOs) and managing error budgets.
Utilizing AI and machine learning to analyze application logs and user behavior, predicting and preventing potential issues.
Automating repetitive, manual tasks (**toil**) to improve efficiency and reduce human error, involving scripting and tool development.
Establishing robust monitoring and alerting systems for real-time insights into system health.
Conducting blameless post-mortem reviews after major incidents to analyze root causes and implement corrective measures.
Leading BAU projects and initiatives for the Japan application support team.
Championing the adoption of AI technologies across the support organization through training and documentation.
■ Experience and Qualifications
Required:
Bachelor's degree in a related field.
3+ years of relevant technology experience, showing progressive responsibility and leadership in overseeing regional technology teams.
5+ years team lead or project management experience.
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).
Ability to quickly diagnose and resolve system incidents, minimize downtime, and prevent recurrence.
Ability to rely on data (metrics, logs) to understand system behavior and make informed decisions for reliability improvement.
Excellent communication skills in both Japanese and English to articulate technical concepts and foster shared reliability goals.
■ Additional Preferred Qualifications
Hands-on experience with models like GPT, Claude, and associated frameworks (e.g.,RAG).
Practical experience running production systems, troubleshooting issues, and participating in on-call rotations.
Demonstrated expertise in IT Service Management (ITSM) and observability tools, especially those leveraging AI for analytics.
Experience designing, implementing, and managing AI-driven tools (e.g., intelligent chatbots, autonomous support agents).
■ Good Reasons to Join
Be a key contributor in a globally leading insurance organization.
Drive the adoption of cutting-edge AI/ML to revolutionize application support, predict issues, and automate toil.
Foster a Site Reliability Engineering (SRE) culture by defining SLOs, managing error budgets, and conducting blameless postmortems.
Work in a highly collaborative environment, bridging the gap between development and operations.
Opportunity to leverage strong engineering principles for long-term strategic system improvement.
■ Work Location
Tokyo
■ Salary
Negotiable