Lead Software Engineer

We are seeking an experienced and proactive ITSM Japanese Bilingual Process Lead to support a new RFP-driven engagement. The ideal candidate will manage core IT Service Management processes including Microsoft Identity Manager (MIM), Major Incident Management, Problem Management, Change Management, and Service Level Management (SLM).

This role demands strong process leadership, stakeholder engagement, bilingual capability (English + Japanese), and the ability to drive continuous service improvement while ensuring alignment with ITIL standards.

Major Incident Management

• Lead and coordinate major incident responses to ensure rapid resolution and minimal business disruption.
• Act as the primary communication channel between technical teams and stakeholders during major incidents.
• Ensure timely escalation, RCA, and manage post-incident reviews.
• Maintain incident logs and identify improvement opportunities based on recurring trends.

Problem Management

• Perform deep-dive Root Cause Analysis (RCA) for recurring issues and major incidents.
• Maintain and enhance the Known Error Database (KEDB).
• Work with technical teams on permanent fixes and preventive controls.
• Analyze problem trends and recommend proactive improvements.

Change Management

• Design, implement, and maintain Change Management processes.
• Monitor compliance and evaluate the effectiveness of change governance.
• Lead CAB/ECAB meetings and related approval workflows.
• Ensure elimination of unauthorized changes and reduction of failed changes.
• Collaborate with teams across Incident, Problem, Capacity, and Availability Management

• Experience in process consulting and optimization initiatives.
• Strong escalation management capabilities.
• Experience managing audits and compliance checks.
• Strong people management and stakeholder engagement skills.

• ITIL v4 Foundation
• JLPT N3/N2 (mandatory for this role)