IT: Infrastructure
Collaboration and Messaging Technical Support Engineer
Associate / Senior Associate
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職務内容
Job Description
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1) Job/Group Overview:
The Group Infrastructure Services (GIS) department is responsible for the implementation, deployment and support of technology infrastructure services including private and public cloud, desktops, messaging and collaboration tools, voice communications, mobile, multimedia, data centres and networks across Nomura Group companies.
Within GIS, the Workspace Services team is looking for a Collaboration and Messaging Services technical support engineer who will provide Asia-wide coverage of a rich product set on behalf of our internal client base of over 25,000 people.
Reporting to the Japan-based VP in charge of Collaboration and Messaging Services, this role includes detailed planning and execution of new product deployments, version upgrades, security enhancements and the decommission of obsolete components. There will also be day to day support responsibilities in the event of service interrupting incidents or end user requests requiring human intervention. The global Collaboration and Messaging team employs a follow-the-sun coverage model, and team members share on-call and weekend support responsibilities on a rotating basis to cater individual work/life balance.
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2) Responsibilities:
Covering a product set used by everyone across the organization, project demands and support “hot spots” will continuously evolve and the responsibilities of this role will adapt accordingly. Examples of tasks performed by this team include: |
- Provide direct support to a large internal user base on a variety of communication channels
- Support infrastructure components of Microsoft Exchange email (on-premise and Online/cloud-based), MobileIron, RightFax, Microsoft Teams, Veritas Enterprise Vault archiving, Proofpoint SMTP Infra, and more
- Manage related server and appliance infrastructure of the above products
- Interact with local and global team members, across other product teams and external vendors to understand and delivery industry best-of-breed collaboration and messaging solutions
- Design and manage enterprise-scale migrations for platform upgrades or changes, e.g. on-premise to cloud-based mailboxes
- Plan and execute production environment changes to maintain the integrity of the plant
- Own day to day incident management from communication and technical standpoints, and follow up with root cause analysis / problem management closure
- Enhance the monitoring and maintenance toolsets using scripting and other automation tools
- Provide rotational weekend and on-call support
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登録資格
Requirements
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Required:
A successful applicant for this position will have experience supporting collaboration and messaging products in an enterprise environment, be a strong communicator in English and Japanese, enjoy solving complex technical problems, and have an end-user client focused mindset. |
| Mandatory Skills: |
- 5+ years in collaboration and messaging related roles in a global organisation
- Confident supporting global platforms across multiple geographies and time zones
- Practical experience with formal change, incident and problem management processes
- Comfortable communicating with end users, global team members, and senior stakeholders such as business planning departments and IT management
- Solid knowledge of Active Directory concepts, Exchange and SMTP mail routing, enterprise mobile device management frameworks, Microsoft Teams
- Strong troubleshooting and problem solving acumen
- Skilled with PowerShell scripting and other automation methodologies
- Able to self-manage priorities and proactively see tasks through to completion on a fast changing landscape
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| Preferred: |
- Experience managing Microsoft 365 tenant hosted services including Exchange, Proofpoint SMTP Infra and Sharepoint Online, Teams and OneDrive
- Familiar with enterprise infrastructure technologies such as SAN storage, LAN/MAN/WAN networks, DNS, Windows Server, Linux Server
- ITIL certification, knowledge of ITIL service management tools e.g. ServiceNow
- Familiar with collaboration tools such as Confluence, Jira, Teams, Sharepoint
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| Languages: |
- English:business level to native - written and verbal
- Japanese:business level to native - written and verbal
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| Nomura values diversity, equality and inclusivity in our hiring practices and we welcome applications from anyone meeting the requirements of this position. A valid Japan work visa, permanent residency or citizenship will be necessary. |
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勤務地
Location
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豊洲
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