Japanese ITIL Case Manager - Hybrid (46711) - BGC Taguig

Salary: 80,000 - 120,000
HYBRID: 4 days Work from Home, 1 day Onsite per week

The Case Manager is responsible for resolving all technical and non-technical issues related to services, through liaising with our customers and local providers.
The suitable candidate will identify and establish new processes and continuously optimize existing ones, to enable Expereo to offer an excellent and unrivaled
Customer Service experience.

THE RESPONSIBILITIES:
• Work together with a team of Network Engineers towards a common preset goal
• Act as a first-line support person for internal and external parties
• Responsible for Network & Data Communication Systems
• Customer Excellence (internal/external customer engagement and relationship management)
• Should be customer support the ordinated candidate, should have very good knowledge of customer service processes.
• Good knowledge of ITIL Framework.
• To create an environment that is a great place to work for you and your colleagues through your dedication, enthusiasm, sharing of knowledge, integrity, and desire to support others.
• To display excellent standards in all you do and inspire others to do the same, and that you operate within legislative/regulatory and company policies and procedures.
• To display confidence, self-belief, and openness to new ideas, adapting and embracing challenges and opportunities with a determination to excel.
• Continuously develop own skills by attending all required training courses and maintaining an up-to-date knowledge of products, services, systems, and work processes.

QUALIFICATIONS:
• At least 5 years of experience in IT/Telecommunications.
• Bachelor’s Degree in Computer Engineering/Science, Information Technology, Electronics, and Communications Engineering or equivalent
• Must be Fluent in Japanese and English (Verbal and written) - N1/Native level
• Thorough understanding of Routing and switching, SD-wan, and cloud concepts.
• Integrity Monitoring and Management, Two-Factor
• Good understanding of IT best practices and procedures, like ITIL v3.
• Excellent communication skills, very good verbal and written English skills.
• Project management skills.
• Self-motivated with the ability to perform under tight deadlines and high pressure
• TCP/IP, Network Configuration Management, VPNs, Information Security Standards and Compliance requirements
• Switching technologies with extensive hands-on Cisco & Catalyst Switches.
• Extensive hands-on on switching technologies like STP, VLANs, multi-layer switching, etc.
• Switching infrastructure considerations like QoS and POE etc.
• Routing technologies extensive hands-on Cisco and Juniper routers. In-depth understanding of OSPF and other routing protocols. Device Redundancy protocols like VRRP, HSRP, NSRP, etc.
• In-depth knowledge in different types of VPN solutions like MPLS, SSL VPN, IPSEC (Site-to-Site and Remote Access) VPNS.
• Experience in working in Network Management & Monitoring Tools and solar Winds.
• In-depth knowledge of WAN circuits and technologies (like the Internet Dedicated Access, Broadband, DSL)
• CCNA/CCNP certification is a plus.