Senior Technical Lead, IT-End User Services

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Date: Nov 16, 2022

Location: Tokyo, JP

Company: Springer Nature Group

Springer Nature opens the doors to discovery for researchers, educators, clinicians and other professionals. Every day, around the globe, our imprints, books, journals, platforms and technology solutions reach millions of people. For over 175 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood and used by our communities – enabling them to improve outcomes, make progress, and benefit the generations that follow. 

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Senior Technical Lead - based in Tokyo, Japan

 

Company and Position Overview

 

Within Springer Nature, the world’s second largest publisher of scientific books and journals, the Workplace Enablement department enables and provides all staff with the IT tools to do their work, including HW, SW and IT Support. For this department we’re looking for a Senior Technician, to be based in our Tokyo (Japan) office. This position will be working within the global Springer Nature IT team as well as other departments within Springer Nature, with a primary focus on the Tokyo location.

 

The Workplace Enablement team is spread globally with administrators in all continents and we support people across multiple time zones. Our team is responsible for a variety of systems and applications, like hands-on support of local users, keeping servers and client systems up to date and secure, distributing software, handling physical patch or other Infra change activities and so on. To meet our responsibilities, we use the latest technology and state of the art tools from Microsoft, Google Shared Workspace, Commvault, Palo Alto.

 

We’re looking for a Sr. Technical Lead to work together with the Workplace Enablement manager and the local business owner(s) to ensure effective delivery of 1st, 2nd and 3rd level support to all users in Springer Nature’s businesses in the APAC region.

 

For all administrators who like to work on a global level, who think in the interest of the end-user, who continuously like to look into ways to improve IT processes, applications and systems and like to work with the latest technology, this is an opportunity they should take advantage of.

 

Main Duties

 

A significant part of the role will involve contributing to the development, maintenance and management of Springer’s operational IT systems across the global business.

 

Duties will include the Tokyo location and other offices in the APAC region, remotely (where we expect 75%/25% division). Some duties will include travel.

 

  • To make sure the APAC local businesses get direct and good support. Amongst other things, improve the joiner/leaver process.
  • To liaise with the outsourced IT provider staff to ensure the Businesses are properly supported and business stakeholders are kept up-to-date.
  • Ensure that the IT platforms and other system components in use within Springer Nature are kept operational in conjunction with Springer Nature Global IT services identifying and solving bottlenecks and problems within the context of ITIL
  • Managing systems in a proactive manner as part of the and contribute to the further improvement of the IT support processes.
  • Develop guidelines on usage of the system programs and components and maintain documentation for reference and re-use
  • Manage multiple SaaS applications, cloud-hosted servers/applications, on-premise servers/applications and the underlying physical Infrastructure.

 

Required Skills

 

Technical Essential

  • Educated to Degree level or equivalent work experience
  • Extensive knowledge of Windows Server 2019/2022, Microsoft Office365, Google Shared Workspace
  • Extensive knowledge of Windows 10/11, MacOS
  • Experience with SAAS and IAAS
  • Proven experience with Windows PowerShell
  • Working knowledge of ITIL methods
  • Strong analysis and design background with excellent documentation experience.
  • Knowledge of EDR/ XDR
  • Basic network knowledge

  

Technical Desirable

  • Experience with Commvault, SCCM, Intune, JamfCloud, MacOS
  • Working in a heterogeneous environment
  • Experience with directory services, group policies, DFS
  • Basic knowledge of router and switch configuration
  • Up-to-date knowledge of relevant latest ICT-developments, like SASE, SSE, MFA, ZeroTrust.

 

Personal Skills

  • Strong analytical and problem-solving abilities
  • Proactive in planning, with strong, organizational and decision-making skills.
  • Proven ability in managing customer’s needs and expectations at all levels and able to partner effectively with the businesses.
  • Confident in own ability and judgment and willing to take the lead
  • Personally accountable.
  • Demonstrable drive, resilience and determination allied with tact and diplomacy.
  • Ability to work independently as well as part of a team when required.
  • Excellent communications skills
  • Ability to prioritize and work with conflicting deadlines
  • Proficient in both English and Japanese

At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent.

Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here.

 

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