Application Support Analyst (Japanese Language Proficient)

You will work in a fast-paced environment, handling complex technical issues while driving continuous improvement across our support and operations functions.

Responsibilities:

• Provide Tier 2+ application support for production systems, acting as an escalation point for complex technical incidents and service requests
• Triage, investigate, and resolve application issues by analysing logs, querying databases, and collaborating with development and infrastructure teams
• Communicate effectively with Japanese-speaking partners, and internal stakeholders, providing timely updates and clear technical explanations in both Japanese and English
• Write, review, and maintain Java-based scripts or tools to automate support workflows, diagnostic processes, and operational tasks Perform data analysis using SQL to investigate application behaviour, identify trends, and support root cause analysis
• Adhere to and champion ITIL best practices, including:
• Incident Management
• ensuring timely response, escalation, and resolution
• Problem Management
• leading root cause analysis and implementing permanent fixes
• Change Management
• reviewing and coordinating application changes to minimise risk Monitor application health and performance using tools such as Splunk, or equivalent observability platforms, proactively identifying and addressing anomalies before they impact end
• Collaborate closely with software engineering, DevOps, and product teams to relay customer feedback and drive systemic improvements
• Participate in on-call rotations and support coverage as required to meet SLA commitments

Expected qualifications:

• Minimum 5 years of experience in a software engineering role or Tier 2+ customer/application support capacity
• Professional proficiency in Japanese (written and spoken)
• JLPT N2 or above preferred; ability to communicate technical concepts clearly in Japanese is essential Solid coding knowledge in Java and familiarity with related frameworks Hands-on experience with SQL and the ability to write complex queries for data investigation and analysis across relational databases
• Demonstrated experience with ITIL practices, including incident, problem, and change management processes
• Proficiency with monitoring and observability platforms such as Splunk or equivalent tools Strong analytical and problem-solving skills with the ability to work under pressure in a production environment
• Excellent written and verbal communication skills in English

Rajasekar Shirley Monisha License No.: 02C3423 Personnel Registration No.: R22106767

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