Why WWT?
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 footprint in major cities including Mumbai, Bengaluru, Hyderabad, Gurgoan & Pune. WWT India is ranked
8th
by Great Place to Work® for 2025 in the mid-sized category and in the 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!
Job Duties
- Work with the Operations Management team, ensuring Engineers and Architects have the proper skills and experiences to support Managed Services customers.
- Manage escalation bridges for major incidents or problems for Managed Services customers.
- Create and present Root Cause Analysis for all major Incidents and problems.
- Generate Managed Services reporting and Key Performance Indicators (e.g. MTTR).
- Learn, follow, and improve processes and compliance functions.
- Create and update documentation, including Standard Operating Processes and Procedures.
- Perform training for new employees. An ability to perform monthly or bi-monthly rotational shift work (Japan Time, Japan Time +8, and Japan Time +16).
- Integrate with Managed Services teams and Managed Services 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 Managed Services operational requests and issues.
- Provide operational oversight to Managed Services 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 managed services and are responsible for their health, independently of which department or group within WWT or an OEM the services are sourced from.
- Demonstrate extreme ownership for customers.
- Learn to navigate the organization quickly and effectively.
- Review all incidents, major incidents, changes, requests, problems, and all Managed Services monitoring tools for assigned customers daily, with a heavy focus on ticket and process quality.
- Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned customers.
- 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 Managed Service customers.
- Build, develop, and maintain OEM and Vendor relationships.
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Work Experience
- Minimum 2 years of experience in an IT service desk environment.
- Experience supporting customer incidents, requests, and problems in an IT environment.
- Prior IT Service Desk experience preferred.
- Specialized Knowledge, Skills, and Abilities.
- Excellent customer service and communication skills (written & verbal) both in English and Japanese.
- Japanese proficiency level of JPLT N3 or above.
- Knowledge of MS Windows, MS Office, and ServiceNow.
- Ability to prioritize and multitask effectively in a high-paced environment.
- Strong problem-solving skills and ability to work within defined methodologies.
- Ability to work independently and in a team-oriented environment.
Rotational Shifts
