Who we are looking for
Global Technology Services(GTS) group in Japan is currently seeking a motivated and client-focused professional at the Officer or Assistant Vice President (AVP) level to support production systems who can contribute to the development and growth of our company. This role is ideal for candidates with experience in application/production support or/and financial systems who are interested in building both technical and business domain expertise within a global environment.
Why this role is important to us
You will be part of Japan L2 support within Japan Technology Services group. The main responsibilities include ensuring application stability, supporting business-critical applications, and collaborating with development and global support teams to ensure timely issue resolution. To ensure rapid recovery from production incidents, we work closely with global support teams and drive Major Incident (MI) resolution on bridges when necessary. Our team's responsiveness and ownership contribute significantly to business stability and client service delivery.
What you will be responsible for
As a Global Application Support Specialist in Japan, you will be responsible for ensuring stable operation and continuous improvement of critical business applications while acting as the hands on person to resolve the issues related to the applications you support, or the liaison between business users, other application support teams, and external vendors.
- Identify opportunities for automation, process optimization, and service improvements to enhance operational efficiency and reduce manual effort.
- Identify SOP based tasks can be assigned to L1. Contribute to KEDB, runbooks and train L1 teams on tools and procedures.
- Engage with users and app owners to resolve service-related queries
- Develop and update SOPs and runbooks based on L2/L3 insights.
- Engage with business users and vendors to resolve issues and share service updates.
- Collaborate with Level 3 teams for permanent fixes and RCA documentation. Participate in Problem Management activities and identify opportunities for permanent fixes to recurring issues.
- Perform and review application health checks, identify risk trends, and drive corrective actions to maintain service stability.
- Initiate Major Incident (MI) bridge calls and coordinate with Global Support teams to resolve critical incidents impacting business operations or SLAs.
- Resolve escalated and assigned incidents, perform RCA for complex or recurring issues. Maintain and leverage the Known Error Database(KEDB)
- Review incident root cause analyses (RCA), track corrective actions, and work with support teams to ensure proper issue resolution and prevention of recurrence.
- Taking ownership of issues within your applications. If the issues other applications, actively collaborate with the relevant teams to drive the resolution.
- Manage stakeholder communication for service status, incidents and changes, including business users, external vendors and other applications support by other L2 teams. Support onboarding of new applications and operational readiness activities.
- Support application releases, infrastructure changes, and project implementations by validating operational readiness and support requirements.
What we value
- Strong sense of ownership and accountability
- Ability to solve problems in a structured manner
- Effective communication and collaboration skills
- Continuous learning mindset and willingness to grow
- Ability to remain calm and organized during production incidents
- Desire to improve operational efficiency and service quality
Education & Preferred Qualifications
- 3+ years of experience in financial services, operations, application support, technology services, or related functions.
- Strong understanding of business operations and experience using business-critical applications to support client service delivery.
- Ability to investigate issues, identify solutions, and collaborate effectively with business users, technology teams, and external stakeholders.
- Strong communication, organizational, and stakeholder management skills.
- Experience with State Street applications, operational processes, Incident Management, Problem Management, or ServiceNow (SNOW) is highly desirable.
Experience with RKS, DGX, ESP and MCH are highly welcomed. - Fluent in English (both verbal and written)
- Fluent in business-level Japanese (both verbal and written)
The Work Location
The position is based in our Fukuoka Office, Japan. Some collaboration with the APAC teams across different time zones is expected.
This role provides opportunities to gain broad exposure to Japan and global applications, business processes, incident management, stakeholder engagement, and application reliability practices within a global organization.
About State Street
Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.
We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.
As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.
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