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This team ensures hardware security and compliance for thousands of IT Hardware devices, while also engaging with incident management processes to improve standard incident and major incident practices.

Our IT Asset and Incident Management covers all aspects of  our IT environment in collaboration with all IT Operations Support teams.  This dual role joins the IT Operations leadership team reporting locally to the Japan IT Operations Support manager.  

You are passionate about building process improvements that are metric-driven.  Your solutions not only solve  for compliance and security requirements, but also create operational efficiencies and ultimately result in better customer experience.  You drive hardware and process standardization and enjoy keeping current with new hardware technologies.  Your experience with IT Support gives you an understanding of how various technologies are related which helps with troubleshooting and prioritization during  incident management.

・Oversee daily operations of hardware provisioning and endpoint support teams

　　　・Ensure standardization of full  lifecycle of IT hardware assets

　　　・Maintain accurate inventory records ensuring compliance with policies

・Analyze and report on hardware usage metrics to identify process and cost efficiencies 

・Prepare Hardware related budget costs, follow spend status, and improve forecasting

・Provide hands-on support and advice as senior technician for advanced troubleshooting

・Build and communicate standards and processes

・Drive Hardware-related projects

・Use a metric-driven approach to monitor incident trends,  provide insights to improve support

・Lead the Major Incident processes to ensure timely resolution and future avoidance

　　　・Establish Major Incident response team and coordinate all teams are  engaged throughout each major incident

・Ensure proper Incident related communications are maintained

・Lead post-incident reviews for root cause analysis and preventive measures.

・Maintain Incident Management documentation

・Foster a culture of continuous improvement with goal of avoiding Incidents

・Oversee delivery of Endpoint Services and Hardware provisioning

・Collaborate across teams to adopt asset management and incident management  strategies

・Prepare and present Asset and Incident related metrics.

・Provide training and support to staff on asset management tools and incident processes.

・Drive SLA targets with constant improvements

・Develop automations to improve efficiencies

・Provide onsite support in compliance within 3 days a week onsite  hybrid work policy

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