Japanese Bilingual Cloud Systems Support Team Lead


Houston, TX

Industry: Technology


5 - 7 years

Posted 10 days ago

  by    Ena Ueda

Japanese Bilingual Cloud Computing Support Lead in Software & IT Consulting Company (TX#24787)

- Business level verbal and written English and Japanese communication skills.

- More than 5 years of experience in providing support to Cloud Provider (AWS, VMware, etc.) customers.

- Strong knowledge of Linux/Unix and Windows Server.

- Familiarity with customer management tools such as Salesforce, ZenDesk, etc.

- Familiarity with multi-tasking and multi-processing.

- Experience with VMs (VMware, Amazon EC2, Google Compute Engine, etc.).

- Ability to setup monitoring, conduct performance audit and performance optimization.

- Strong understanding of administration (user accounts, permission models, access control).

- Familiarity with networking (NAT, DNS, firewalls, basic routing, load balancing, etc.).

- Experience troubleshooting Linux performance (CPU, memory, I/O)

- Strong troubleshooting skills and familiarity with common Linux troubleshooting tools (vmstat, iostat, lsof, strace).

- Ability to design, deploy, follow, explain and enhance defined ITIL/ITSM processes.

- Knowledge of Software development processes and methodologies.

- Familiarity with SQL, Cloud Computing, BigQuery, Cloud Storage and CloudSQL.

- Strong business ownership and customer focus.

- Ability to follow and understand a defined ITIL/ITSM process, train other team members, and contribute in process improvement.

< Responsibility >

- Supervise and assist help desk technicians to ensure they respond to inbound calls and tickets in an efficient and timely manner.

- Provide support to customers using Cloud Platform products, solutions and APIs.

- Provide technical assistance and support as part of a global 24x5-support organization.

- Work closely with engineers and product managers to improve the product and make our customers successful.

- Incident Management, Problem Management and Change Management: change requests and incident ticket handling for the remaining Infrastructure Teams.

- Provide technical and developersupport to customers using Cloud Platform products, solutions and APIs.

- Follow notification and escalation procedures

- Follow standards for communications with business involving operational issues

- Control the queue and assist agents with case queries

- Be subject matter expert to other agents

- Other duties as assigned.

****If you are interested in the position, please submit your resume in MS Word Document. Only qualified candidates would be contacted.****

TOP Group is a leading Recruiting Firm for Japanese related Corporations.

We have offices in New York (HQ), San Francisco, Los Angeles, Houston, Cincinnati as well as Mexico and Japan.

$100K - $130K