Description

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 12,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.

WWT has grown in India over the last few years to 300+ employees, increasing its footprints in major cities including Mumbai, Bengaluru, Hyderabad, Gurgoan & Pune. WWT India is ranked 8 th by Great Place to Work® for 2025 in mid-sized category and in Top 25 by India's Best Workplaces for Culture of Innovation 2025.

Want to work with highly motivated individuals on high-performance teams? Join WWT India today!

• Provide strategic oversight and direction for Managed Services operations across multiple high-complexity client accounts.
• Act as a senior escalation point and lead incident commander for critical outages, complex issues, or cross-client impacts.
• Lead operational strategy and execute high-priority client initiatives including onboarding, transformation, and crisis management.
• Create and maintain Standard Operating Processes and Procedures.
• Train D2OS processes to new employees across Managed Services.
• Monitor SLA/SLT/SLO adherence and drive continuous improvement through root cause analysis.
• Build and maintain OEM and vendor relationships.
• Manage D2OS Major Incident Management escalation bridges.
• Create and present Root Cause Analysis for all critical incidents.
• Represent Managed Services in cross-functional initiatives and executive briefings.
• An ability to perform monthly or bi-monthly rotational shift work (Japan Time, Japan Time +8, and Japan Time +16)
• Integrate with Day 2 Operating Services (D2OS) teams and WWT customers. Specifically, you will collaborate, coordinate, and communicate with your peer Customer Service Managers, Engineers, Architects, Service Desk Representatives, as well as customer executives and supporting team members.
• Act as the escalation point for all D2OS operational requests and issues.
• Provide operational oversight to D2OS customers.
• Be customer-facing for daily operations.
• Attend all internal and external meetings related to assigned customers.
• Participate in onboarding new customers to operational readiness.
• Have demonstrative experiences with ITIL Service Management practices, including Incident, Change Enablement, Service Request, Major Incident Management, Problem Management, Knowledge Management, and Asset Management.
• Own the delivery of D2OS and are responsible for the health of the services, independently of which department or group within WWT or an OEM the services are sourced.
• Demonstrate extreme ownership for customers.
• Review all incidents, major incidents, changes, requests, problems, and all D2OS monitoring tools for assigned customers daily, with a heavy focus on ticket and process quality.
• Must be able to anticipate, remediate, and report risks.
• You must act with a problem-solving mindset.
• Prepare and conduct weekly, monthly, and quarterly operations meetings for all assigned S2OS customers.
• Work with the Operations Management team, ensuring Engineers and Architects have the proper skills and experiences to support D2OS customers.
• Generate D2OS reporting and Key Performance Indicators (e.g. MTTR).
• Learn, follow, and improve processes and compliance functions.

Education

Bachelor's Degree in Arts or Sciences (Business or related field required).

A combination of education, training, and experience may be considered in lieu of a degree.

Work Experience

• Minimum of 7 years of progressive experience in a related field.

Licenses and Certifications

• JLPT N2 (Japanese-Language Proficiency Test) or demonstrated native-level Japanese fluency (preferred).

• IELTS band 7+ or Cambridge Proficiency Exam (CPE) at C2 level (preferred).

• ITIL Foundations or higher certification

Knowledge, Skills, and Abilities

• Fluent in Japanese and English (verbal, written, and presentation).

• Japanese language proficiency: Credentialed at JLPT N1 level or demonstrated native-level fluency. Candidate will be interviewed in Japanese by a native

speaker.

• English language proficiency: C2 via Cambridge Proficiency Exam (CPE) or IELTS band 7 or higher, or demonstrated advanced English proficiency.

Candidate will be interviewed in English by a native speaker.

• Advanced skills in Microsoft Office applications including Excel, Word, and Outlook.

• ServiceNow and SharePoint experience is a plus.

• Strong documentation, communication, and problem-solving skills.

• Ability to work independently and aggressively track incidents.

Want to learn more about? Check us out on our platform: WWT.com

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Heath, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, PF Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Day of Caring for social responsibility, Bereavement

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