Technical Support

Job Description

Inthisprofile, you will be critical in ensuring the smooth operation of our customers IT infrastructure.You'llbe the mastermind behindmaintainingandoptimizingtheir systems, ensuringthey'realways running at peak performance. You will interact with the Account team and Customer, understanding Japanese work culture will be an added advantage.

Your responsibilities will include:

Network Operations & Incident Management

• Provide L2/L3 support for enterprise LAN, WAN, and network security infrastructure.

• Handle network incidents, service requests, problem management, and RCAs within defined SLAs.

• Activelyparticipatein major incident bridge calls and provide structured updates.

• Work closely with SNOC (Security Network Operations Centre) and escalate to OEMs whererequired.

• Provide L2/L3 support for enterprise LAN, WAN, and network security infrastructure.

• Handle network incidents, service requests, problem management, and RCAs within defined SLAs.

• Activelyparticipatein major incident bridge calls and provide structured updates.

• Work closely with SNOC (Security Network Operations Centre) and escalate to OEMs whererequired.

Zero Trust & Security Operations Support

• Support environments aligned with Zero Trust architecture, including:

• Secure access control

• Identity‑based network policies

• Continuous monitoring and threat visibility

• Perform operational support for security and network integration points under the Zero Trust model.

• Assistin enforcing least‑privilege access, secure connectivity, and policy compliance.

• Candidate is not expected to design ZeroTrust butmust understand how Zero Trust works operationally and how network components integrate with it.

Networking & Security Tools

• Enterprise firewalls (e.g.Palo Alto, Fortinet, Cisco Firepower)

• Secure access / perimeter solutions (e.g.Prisma Access or similar)

• VPN technologies (site‑to‑site, remote access)

• Zero Trust / Security Platforms (operational exposure expected)

• Microsoft Defender for Endpoint

• Microsoft Defender for Cloud Apps

• Microsoft Sentinel (SIEM - operational monitoring & alert handling)

• Identity & access concepts aligned with Microsoft Entra ID

• Strata Cloud Manager

Operations & Monitoring Tools

• ServiceNow (SNOW) for incident/change management

• SNOC / NOC monitoring platforms

• Network monitoring tools (SNMP‑based dashboards, logs, alerts)

• Change, Maintenance & Governance

• Support planned changes, maintenance windows, and network upgrades.

• Execute configuration changes under approved change records.

• Follow strict governance, ITSM, and audit requirements expected in Japan accounts.

• Maintain SOPs, runbooks, and operational documentation.

Stakeholder & Client Interaction Work closely with:

• Service Managers and Delivery Managers

• SNOC and global security teams

• Communicate clearly during incidents, escalations, and reviews.

• Provide precise written updates suitable for leadership and customer reviews.

• This role will involve creating work plans, coordinating tasks with relevant stakeholders,draftingand reviewing procedures, investigating issues, and executing change implementations.

• Someone who has experience workingonlive projects and understanding customer requirements on-the-go.

• Create and test the implementation plans (check execution results).

• You'llbe the mastermind behindmaintainingandoptimizingtheir systems, ensuringthey'realways running at peak performance.

• Coordinate and collaborate with cross-functional teams, vendors, and third-party suppliers.

• Ensure delivered solutions are realized in committedtime frameand meet client expectation

• Establish a quality management system: tracking of project milestones, quality and KPIs

• Manage project risks, issues, and dependencies, implementing effective mitigation strategies.

• You will interact with the Account team and Customer, so you are expected to be fluent in your domain.

• Not only will yoube responsible formanaging andmaintainingthe IT infrastructure, butyou'llalsobe able to workoncutting-edgetechnologies and innovative solutions that will shape the future of the industry.

Your future at Kyndryl

Every position at Kyndryl offers a way forward to grow your career, from Junior System Administrator to Architect. We have opportunities for CloudHyperscalersthat youwon'tfind anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. One of the benefits of Kyndryl is that we work with clients in a variety of industries, from banking to retail. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.