It is responsible for the effective implementation of the Incident & Problem Management process and carries out the corresponding reporting.
・Represents the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels
・Main point of communication for Incidents
・Manages the updates of the incident record.
・Conduct reviews of major incident investigation and create the incident report
・Ensure Post Incident Review (PIR) is documented, communicated to key stakeholders and Problem Management Process is triggered for all Priority 1 & Priority 2 issues
・Applies quality standards to all tasks undertaken and ensuring that nothing is overlooked.
・Checks progress against targets, reporting as necessary and taking action to resolve exceptions
・More than 10 years IT experience (More than 3 years experience for IPC)
・Ability to manage a virtual team of external and internal resources on a given activity. Ability to influence and convince others of his/her own ideas. Willing to take on responsibilities and assume them
Previous experience in incident/problem management in a high profile/high intensity 24/7 Global Incident Management team is desirable
・Excellent written and verbal communication skills.
・Working knowledge of IT hardware & infrastructure
・Understands standard contracting procedures within own organisation and has some experience in the development and negotiation of an SLA.
・Familiar with methods and techniques for reporting progress against an agreed plan.
・Familiar with methods and techniques for running effective meetings and for understanding and influencing the roles played by participants.
・Familiar with the purpose and composition of a service level agreement (SLA); the relationship between an SLA and a contract for the supply of services.
・Proficient in techniques for ensuring that full account is taken of customers’ real and stated needs in the delivery of IT services..
・University degree level knowledge in Computer Science or other related engineering field
・Japanese/English skill to be able to use in IT business, reading, writing and conversation are mandatory
・Must be capable of taking into account rapidly changing information or changed circumstances and modifying understanding of a problem or situation accordingly.
・Understands the needs of the internal or external customer and keeping them in mind when taking actions or making decisions.
・Taking innovative approaches to problem solving and devising inventive and creative solutions.
・Has sound commercial understanding of outsourced support environments as well as excellent organisational, time management and staff management skills.
・Must have excellent interpersonal and stakeholder management skills.
・Has excellent oral communication and written skills and takes an analytical approach to problem solving.
また、2014年にアクサ ジャパン ホールディング株式会社が「生命保険事業免許」を取得し、旧アクサ生命を吸収合併するとともに、その業務と商号を継承しました。