Global IT Support Engineer

The Global IT Support Engineer will work in the IT End User Services team that provides the IT environment for PlayStation employees. The role covers IT services in Japan and Asia, including Singapore, South Korea, Taiwan, Hong Kong and China, and works closely with global IT teams in the US and UK. The position is based in Koto-ku, Tokyo, Japan.

The role leads operation and improvement of the Japan and Asia IT support service. Responsibilities include managing the IT support desk, setting targets and managing the PDCA cycle, preparing support reports and improvement plans, and reporting regularly to management. It also plans and oversees Windows and Mac PC kitting, as well as the planning, execution and stocktaking of PC equipment asset management.

The engineer coordinates with the US and UK support teams, leads projects to introduce global IT programs, and works with overseas support teams to establish a global 24-hour Follow-the-Sun operating model. The role manages an external vendor organization of approximately 20 to 30 people, including budget, effort and operational management. The scope includes service quality improvement, process standardization, stable service delivery and continuous improvement across regional and global operations.

Required qualifications include approximately five or more years of practical experience designing, introducing, operating and continuously improving IT service management; experience operating an IT service desk or end-user support organization; vendor management and service quality management experience; and experience driving IT projects. A four-year university degree or equivalent qualification or experience is required.

Native-level Japanese is required. English must support smooth communication with members in overseas locations such as the US, UK, Singapore, Taiwan, South Korea, Hong Kong and China through email and online meetings. TOEIC 730 or above is a guideline, while practical English communication experience is emphasized.

Systems engineering experience is welcome. Related qualifications listed by the posting include ITIL, PMP, CMMI, IPA IT Service Manager, Certified ScrumMaster, Fundamental Information Technology Engineer, Applied Information Technology Engineer, CompTIA A+, MCSA, ACMT and MTA. The role calls for proactive service-quality improvement, effective communication with diverse stakeholders, respect for different cultures and work styles, problem identification and collaborative improvement, and a user perspective in supporting the PlayStation business.