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Open nowPosted 7 days ago

BAU Support Service Lead

Nexus Corporation225 open roles

Where
Tokyo
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Your applicationOpen nowBAU Support Service LeadNexus Corporation · Tokyo

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.7%14 days
  5. 35.6%30 days
  6. 58.0%60 days
This job: posted 7 days ago

The posting

We are looking for an Application Management Services (AMS) Lead to manage application support and production operations across multiple applications and services. The role focuses on service delivery performance, operational stability, continuous improvement, and collaboration with business stakeholders and global delivery teams. Job 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 Candidates must meet the following 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. Preferred Qualifications: Experience within the Banking, Financial Services, and Insurance (BFSI) sector, particularly the insurance domain. Exposure to Azure Data Platform, Azure services, SQL Server, and cloud-based enterprise applications. Experience supporting Data & Analytics platforms, data integration solutions, and business-critical production environments. Experience managing large-scale support teams and multi-vendor delivery ecosystems. Strong understanding of monitoring tools, DevOps practices, automation frameworks, and operational analytics. ITIL Foundation, ITIL Intermediate, or higher-level certifications. Agile/Scrum certifications and experience working in Agile or DevOps-driven environments. Exposure to AI-enabled service management tools, intelligent automation, and predictive support capabilities.

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