Operations Engineer

Project Role : Operations Engineer

Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.

Must have skills : Japanese Language

Good to have skills : NA

Minimum 2 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Senior Change Management SME (Bilingual: English & Japanese) - JD

Role Purpose

We are seeking a highly skilled Change Management SME to drive enterprise IT Change Governance in a large-scale global environment. This role requires strong operational ownership, governance discipline, stakeholder management, and the ability to independently govern complex, high-risk production changes with operational stability and compliance. The ideal candidate must confidently drive governance, manage escalations, and operate effectively in high-pressure, regulated environments such as Insurance, Banking, or Financial Services.

The role also requires strong bilingual communication capability in both English and Japanese to support Japan-region stakeholders, governance calls, CAB/TAB meetings, operational communications, and Change Management activities.

Key Responsibilities

Change Governance & Operational Control

• Govern Normal, Standard, and Expedited changes end-to-end with strong process understanding of Emergency changes
• Review RFCs for risk, impact, rollback readiness, implementation quality, and compliance
• Own and lead CAB/TAB governance activities
• Prepare agendas, drive risk discussions, manage conflict resolution, and govern scheduling decisions
• Chair meetings confidently with global stakeholders and technical teams
• Ensure action tracking, governance follow-ups, and meeting documentation
• Challenge or reject risky, incomplete, or non-compliant changes
• Conduct Post Implementation Reviews (PIRs) for failed changes and change-related outages
• Identify governance gaps and operational improvement opportunities, and drive corrective/preventive actions with documented lessons learned
• Participating in root cause discussions with technical teams for potentially failed changes causing outages
• Ensure adherence to global Change Management policies and governance standards
• Monitor Change Management SLA breaches, aging backlog, drive strong governance to reduce unauthorized changes, and failed changes
• Conduct Change Management training and awareness sessions for global and Japan-region stakeholders in both English and Japanese
• Create and manage policy and procedural documents and knowledge articles
• Support Japan-region Change Governance activities through bilingual communication in English and Japanese
• Conduct and support CAB/TAB meetings, governance discussions, operational reviews, and stakeholder coordination in Japanese where required
• Review, validate, and manage Change Management communications, governance emails, and operational updates in Japanese and English
  
  

Stakeholder Management & Reporting

• Drive Change Governance for global stakeholders, including Japan-region stakeholders, by providing process guidance in both English and Japanese
• Handle bilingual governance communications, operational escalations, and stakeholder discussions professionally
• Publish and manage governance dashboards, KPI metrics, and operational insights
  
  

AI & Operational Readiness

• Support AI-enabled ITSM operational models and governance automation
• Adapt to AI-assisted reporting, workflow optimization, and evolving operational models
  
  

Mandatory Skills & Experience

• Strong experience in Change Management and ITIL 4 based Change Enablement operations (ITIL4 Certified)
• Proven expertise in enterprise Change Governance and CAB/TAB leadership
• Experience governing high-risk and critical production changes
• Strong operational risk assessment and escalation management capability
• Excellent stakeholder management and communication skills
• Hands-on experience with ServiceNow ITSM tool
• Strong analytical capability, governance reporting expertise, and operational ownership mindset
• Exposure to AI-driven operational models
• 5 - 7 years of experience in Change Management operations and governance
• Ability to work in a 24x5 support environment
• Strong bilingual communication capability in English and Japanese (written and verbal)
• Experience supporting Japan-region stakeholders and multilingual governance operations
• Ability to independently handle governance calls, meetings, reporting, and communications in Japanese
• Business-level Japanese communication capability is mandatory
  
  

Preferred Skills

• Change Management operational experience in Insurance, Banking, or Financial Services industry domain
• Power BI reporting / dashboard experience
• Experience supporting global ITSM operations and service improvement initiatives
• Experience supporting Japanese clients or Japan-region IT operations
  
  

What We Are Looking For

• A strong Change Management operator - not a ticket coordinator
• Someone who can confidently lead CAB/TAB discussions and constructively challenge technical teams
• A professional who understands operational risk, governance, and production stability with strong decision-making capability
• A self-driven individual who can enforce compliance with minimal supervision
• Someone who can balance governance, business urgency, and operational stability effectively
• A professional capable of confidently managing bilingual governance discussions and stakeholder interactions across global and Japan-region teams
  
  

Language Requirement

• Business-level communication capability in both English and Japanese is mandatory
• Ability to handle governance meetings, CAB/TAB discussions, operational reviews, emails, and stakeholder communications in Japanese
• Ability to work effectively with global and Japan-region stakeholders in a multilingual operational environment