Analyst (Japanese Language)

Job description

**We're Nagarro.** We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale across all devices and digital mediums, and our people exist everywhere in the world (18000+ experts across 39 countries, to be exact). Our work culture is dynamic and non-hierarchical. We're looking for great new colleagues. That's where you come in! **REQUIREMENTS:** - Total experience: 3+ years. - Business-level Japanese language proficiency (JLPT N2/N3 mandatory) with strong verbal and written communication skills. - Experience in Application Support, Production Support, or IT Operations. - Hands-on experience in Incident Management, Troubleshooting, and Issue Resolution. - Knowledge of SLA-driven support environments and ticketing tools. - Experience monitoring and supporting batch operations and job scheduling activities. - Strong understanding of application monitoring, system health checks, and operational support processes. - Ability to analyze issues, perform root cause analysis, and coordinate escalations when required. - Experience working with global teams and coordinating between onsite and offshore stakeholders. - Strong communication, stakeholder management, and problem-solving skills. - Ability to work in a fast-paced production support environment with a customer-centric approach. **RESPONSIBILITIES:** - Communicate effectively with stakeholders in Japanese (Business Level JLPT N2/N3), supporting both verbal and written interactions. - Manage incidents end-to-end, including logging, triaging, troubleshooting, resolving, and escalating issues while ensuring SLA adherence. - Monitor and support batch operations by tracking job executions, resolving failures, and ensuring timely processing. - Provide day-to-day application support to maintain system stability, availability, and performance. - Perform issue analysis and coordinate with technical teams for timely resolution of production incidents. - Ensure continuous monitoring of applications and proactively identify potential risks or service disruptions. - Coordinate effectively between onsite and offshore teams, ensuring clear communication and timely issue resolution. - Maintain accurate incident records, status updates, and support documentation. - Participate in root cause analysis activities and contribute to preventive and corrective action plans. - Support operational excellence by identifying process improvement opportunities and driving support best practices. - Collaborate with cross-functional teams to ensure smooth application operations and high customer satisfaction. - Ensure adherence to support processes, operational standards, and service-level agreements (SLAs).