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About the Role
This role is part of a strategic Data Platform and Infrastructure Managed Services engagement for a major insurance company in Japan. Capgemini is building a dedicated bilingual team to support data platform operations, stakeholder management, service delivery, and collaboration between local business users and global delivery teams.
Responsibilities
- Lead and manage Application Management Services (AMS) and production support operations across multiple applications and services.
- Own service delivery performance, ensuring adherence to agreed SLAs, KPIs, and operational commitments.
- Drive Incident, Problem, Change, and Service Request Management processes to maintain service stability and business continuity.
- Lead Root Cause Analysis (RCA) activities and establish effective production support governance frameworks.
- Drive Problem Management initiatives to identify, track, and eliminate recurring issues through permanent corrective actions.
- Monitor service performance, analyze operational trends, and implement continuous service improvement initiatives.
- Identify and implement opportunities for automation, process optimization, and AI-assisted support capabilities to improve efficiency and reduce operational overhead.
- Conduct regular service reviews and provide operational reporting to business and IT leadership teams.
- Manage stakeholder communications, escalations, and customer expectations while ensuring high levels of client satisfaction.
- Collaborate with development, infrastructure, and business teams to ensure seamless transition of applications from project delivery into ongoing support.
- Ensure compliance with operational standards, security requirements, audit controls, and organizational governance policies.
- Support and promote Agile, Scrum, ITIL, and traditional service delivery methodologies across support engagements.
- Lead onsite, offshore, and nearshore support teams to ensure effective service delivery and operational excellence.
Requirements
- 8-12+ years of experience leading Application Management Services (AMS) and Application Support engagements within enterprise environments.
- Strong client-facing experience with Japanese stakeholders, including executive-level communication and relationship management.
- Proven experience managing global delivery models involving onsite, offshore, and distributed support teams.
- Strong expertise in ITIL-based Service Management and support operations.
- Hands-on experience managing Incident, Problem, Change, and Service Request Management processes.
- Proven track record of driving service excellence while meeting or exceeding SLA and KPI commitments.
- Experience conducting Root Cause Analysis (RCA) and implementing production support governance frameworks.
- Strong stakeholder management, escalation management, and communication skills.
- Experience managing operational risks, service improvements, and support process optimization initiatives.
- Strong understanding of application support lifecycles, release management, service transition, and operational governance.
Skills
- Azure Data Platform
- Azure services
- SQL Server
- DevOps practices
- Automation frameworks
- Operational analytics
- AI-enabled service management tools
- Intelligent automation
- Predictive support capabilities
Location
- Japan
Work Type
- Onsite
- Offshore
- Nearshore
Experience Level
- 8-12+ years
Education Level
- ITIL Foundation
- ITIL Intermediate
- Agile/Scrum certifications
About the Company
- Capgemini is building a dedicated bilingual team to support data platform operations, stakeholder management, service delivery, and collaboration between local business users and global delivery teams.
- As the client continues to modernize its data landscape, we are hiring several bilingual professionals across leadership, service management, business analysis, and technical domains.