Critical Incident Manager – Fluent Japanese

Full Time Berkshire IT Job Pro UK

A Global IT company based in Reading is seeking a Relationship Manager to join their team on a contract basis for 18 months.

The Relationship Manager role is part of the Critical Situation Management Execution Team and will assist with managing CritSit situations across all technologies. The primary focus is to meet customer needs by effectively managing internal and external resources and managing communication across all the parties involved in a CritSit.

The Execution Team provides 24×7, 365 days a year business and after-hours coverage, identifying internal failings and driving positive change. Given the nature of the business, this position does require flexibility to work outside of standard business hours, including off business hours, weekends and public holidays.

The successful candidate must be fluent in Japanese and English.


Managing Premier Customers' and Partners' Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed.
Delivery of a high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active Critical Situations.
Delivering a high-quality customer and partner experience through timely and effective resolution of customer's issues in the quickest way possible.
Expanding internal visibility of Premier Customers' Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours.
Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process.
Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations.
Pursuing proactive actions to help prevent future issue.
Leading project and working group to improve process and tools.
Establishing / Maintain Relationships
Collaborating effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible.
Actively participating on projects initiatives owned by CMET
Providing CritSit reporting to allow businesses to make better decisions.

Skills and experience:

Proficiency in spoken and written English and Japanese is required.
Candidates with Service delivery experience would be preferred.
Ability to work non-standard hours, weekends and public holidays is required.
Exceptional organisational skills to manage effective escalation.
Problem solving skills required.
Advanced technical understanding of the Microsoft products and technologies
Computer/Technical skills. (Windows, Office, etc)If you feel you fit the above criteria, please apply today.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK

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