IT Web Operations Support Engineer

A Global IT Service firm is seeking a bilingual Support Engineer for their Web Operations team delivering global follow-the-sun operational support (L1 & L2) for internal & external web platforms.
The team operates in a diverse, fast-moving environment, with exposure to a wide variety of technology, working closely with the Web platform development team, other infrastructure teams, & IT teams across the firm.

Responsibilities:
- Provide timely, bilingual (JA/EN) L1 & L2 support for web applications, portals, CMS & browser issues for users & clients in Japan and Asia.
- Manage incidents by acknowledging issues, troubleshooting systems, escalating to proper teams, & coordinating communication with end users.
- Troubleshoot UI, performance, authentication and integration problems; monitor services/alerts, acknowledge incidents, and participate in follow-the-sun on-call rotation.
- Own & operate the production environment: release & validate deployments, check configuration and DNS, assist with content publishing, renew certificates, and create infrastructure.
- Write & maintain clear documentation; provide training & onboarding support for stakeholders.
- Build automation tools to improve processes.

Required Skills:
- 2+ years supporting web applications, portals or SaaS in an enterprise environment.
- Bilingual: support in Japanese (chat/email/voice) & communicate with global teams in English.
- Strong customer-service orientation, clear communication, analytical mindset, self-motivated & quick learner.
- Available for on-call/shift rotation in a global follow-the-sun model.
- Hands-on web tech: HTTP/REST, HTML/CSS/JavaScript basics, authentication methods, common web servers and protocols (HTTPS, SFTP, SSH, SMTP).
- Linux administration experience and scripting (Python, shell, and/or Perl).
- Familiar with DevOps/toolchain (Ansible, Jenkins, Git) and monitoring/ log management tools (Prometheus, Grafana, Loki, Sentinel, Splunk, ELK).
- Experience with incident reporting, change management and IT compliance controls.

Why should you apply: 
- You will be part of a Global IT team to be part of winning asset banking
- Good managers to work with
- Diverse environment (Good mix of female and male management team, international)
- Stable environment
- First-hand experience on high level digital transformation


Company Details: 
Headquartered in Tokyo with offices in Hong Kong, London, and New York, it is Japan's largest securities firm, employing approximately 26,000 staff worldwide and offering a full range of equity, fixed income, foreign exchange, and other investment products and services.

Working Hours: 08:40 – 17:40
Workstyle: By principle, it will be 1 day working in office, 4 days working from home (Depending on nature of the job, it will be decided by department head) 
Holidays: Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays
Benefits: Social insurance, pension, transportation, etc.
Interview Process: 3~5 rounds