Job opening

Managed Services Engineer (Japanese Speaking) - Sydney, Australia

The Managed Services Engineer is part of a team chartered to support Episerver Services and Managed Cloud offerings. The position requires a native Japanese speaker (who is bilingual in English) to join or Sydney based Managed Services team. The successful candidate will have the right blend of technical depth, breadth, experience, leadership, and process awareness to handle the day-to-day responsibilities of Episerver’s offerings. A positive attitude and the ability to deal with ambiguity in a fast paced environment are essential in this role. Good organizational skills and self-discipline are also required. Your written and spoken Japanese will be proficient as you will be the primary Managed Services liaison for our Japanese based customers and partners and will be responsible for the day to day Managed Services actives for Japan.

How to Excel at Episerver

General

  • Primary support point of contact for assigned clients
  • Build strong relationships with day to day client contacts and more widely within their organisation
  • Act as a champion for your clients internally in line with our company’s strategic and financial goals
  • Develop internal relationships to manage all aspects of client business
  • Initiate, prepare, execute and participate in client meetings
  • Ensures compliance with procedures and standards
  • Adopts industry best practice for service management (ITIL) and promotes and delivers continuous service improvement
  • Ensure that customer documentation is updated in our various support systems

Customer Onboarding
You will be responsible for managing and delivering the Episerver Digital Experience Cloud (DXC) Service onboarding process including:

  • Preparing and delivering the kick-off meeting with key project stakeholders
  • Conducting regular check-in review meeting with customers and partners to ensure the DXC Service is ready for go live
  • Act as a point of escalation for DXC related issues
  • Ensures seamless transition into Managed Services and Support processes following customer onboarding

Service Level Management

  • Track and report on account performance and produce regular forecast updates (CRM)
  • Monitors levels of service achieved, ensures detailed metrics and records are kept and analyzed, provides adequate, accurate and timely reports, to clients/users and providers, on actual service levels achieved compared with the targets set in SLAs
  • Initiates appropriate action involving service management functions as necessary
  • Ensures that service delivery meets agreed service levels and instigates action to rectify non-performance
  • Liaises with the Problem Manager in the diagnosis and resolution of service problems, ensuring that account is taken of agreed levels of service. Initiates action to maintain or improve levels of service, referring potential solutions to higher levels of management as required
  • Reviews any complaints and compliments related to service delivery
  • Meet with customers on a regular basis to carry out service reviews against SLA expectations
  • Liaises regularly with internal service providers to review and improve performance against SLAs
  • Provides performance data in a timely and accurate manner using appropriate tools

Essential Requirements

  • Bilingual in Japanese/English
  • BA/BS degree in Computer Science, IT, or Telecommunications, or equivalent working experience
  • Experience with networking infrastructure components such as application delivery controllers, load balancers, and firewalls
  • Working knowledge of change and problem management methodologies
  • Strong written and verbal communications skills; ability to communicate with audiences of all levels
  • Fast learner with good troubleshooting and analytical skills, and the ability to quickly solve complicated system and application issues
  • Able to work independently with minimal supervision and stay focused on delivering results
  • Must possess a sense of urgency and passion for customer service

 

Apply Here

  1. Please send your resume to: USCareers@episerver.com
  2. Please include subject line title: Managed Services Engineer - Sydney, Australia

About Episerver

Episerver connects digital commerce and digital marketing to help organizations create unique digital experiences for their customers, with measurable business results. The Episerver Digital Experience Cloud™ combines content, commerce, multi-channel marketing, and predictive analytics in a single platform to work full-circle for businesses online – from intelligent real-time personalization and lead-generation through to conversion and repeat business – with unprecedented ease-of-use.

Sitting at the center of the digital experience ecosystem, Episerver empowers digital leaders to embrace disruptive, transformational strategies to deliver standout experiences for their customers – everywhere they engage.

Founded in 1994, Episerver has offices in Australia, Denmark, Finland, Germany, The Netherlands, Norway, Singapore, South Africa, Spain, Sweden, UAE, UK, the USA and Vietnam.

If you are interested in a pivotal role within a company that is charting new territory in a market undergoing phenomenal growth, then Episerver is the place for you!

You will have the opportunity to work with some fantastic brands; industry thought leaders; and those shaping the digital experience landscape, while enjoying a flexible, collaborative and a stimulating work environment that will keep you engaged.