Manager, IT Escalation - North Asia

Seoul, South Korea /
Streaming – Netflix Technology Services /
A/B Test
Netflix is the world's leading streaming entertainment service with over 222+ million paid memberships in over 190 countries enjoying TV series, documentaries and feature films across a wide variety of genres and languages. Members can watch as much as they want, anytime, anywhere, on any internet-connected screen. Members can play, pause and resume watching, all without commercials or commitments.
Netflix has an extreme dedication to both the viewers and creators of our content. The Netflix-Tech (N-tech) team exists to empower and bolster the capabilities of our amazing colleagues to do the best work of their careers. We believe in offering simple, secure, and scalable solutions while delivering a stellar support experience. 
The  IT Escalation Manager is accountable for building and evolving a service organization focused on quality interactions at scale and enabling access to simple and effective technology quickly. This person is someone who understands technology deeply but can have frictionless conversations with anyone agnostic of their technical competency. They thrive in ambiguity and look to build great teams instead of great processes. Working with, for, and through others they succeed by building a culture of trust and resilience that will set Netflix up for success for years to come.  We are looking for a stunning manager to lead this initiative for our North Asia sub-region of APAC. The role will be based in our Tokyo or Seoul office. 


    • Living the Netflix Culture and ensuring it is represent within your teams globally 
    • Managing the APAC Escalation Specialists, AV Engineers and future roles to best support the technology needs of our employees and external partners
    • Advocate for improving Netflix employee productivity in APAC 
    • Build strong partnerships with business stakeholders and cross-functional partners such as infosec, Workplace, Human Resources, and Production teams
    • Helping to set the strategy of the organization and working collaboratively with other regional managers to execute strategy
    • Collaborate with regional stakeholders to understand market nuances that may influence the product roadmaps
    • Navigates roadblocks for the team using great judgment to deliver an amazing tech support experience
    • Empower teams to innovate and create an agile environment that supports change
    • Develop an APAC support roadmap that is in sync with the vision of the broader Netflix-Tech organization 
    • Enable a simple and streamlined user facing team for all technical requests
    • Constantly innovating to improve the employee self service experience (i.e. development of self service tools, education, and intranet/knowledgebase)
    • Write articulate memos to socialize and get feedback on new ideas, proposed tests, and to gain broader alignment on key tech support decisions
    • Work closely with key internal stakeholders to ensure that we build a team that adheres to Netflix’s commitment to fostering an inclusive culture


    • Fluency in English and Japanese or/and Korean
    • Significant proven experience in at least one of the following industries: Information Technology in a Senior Management Capacity, Entertainment Production Technology, including experience with production office applications, and Live Events Technology 
    • Strong communication skills to partner with technical and non-technical stakeholders in a global and diverse environment
    • Experience in making informed and agile decisions at the regional/country level and high velocity execution
    • Having awareness in gaining clarity to ensure that your team and structure regionally represents the greater organization’s mission and vision
    • Expert in developing new and innovative success metrics of a forward thinking IT organization
    • Knowledge of forecasting and budgetary management within an IT organization
    • Strong foundational understanding of IT infrastructure, networking, SaaS applications, and operations with a strong preference for Google G Suite experience
    • In depth knowledge of Mac OS, Chrome OS, Windows OS, Linux, and various applications
    • Familiarity with fundamental networking/distributed computing environment concepts; local and network based user and group accounts and permissions
    • Solid foundational understanding of building and supporting, corporate offices, creative AV spaces and conference rooms