Job Description:

We are looking for a highly skilled and motivated Application Support Analyst to support Retail Applications at our client's. In this role, you will serve as a critical bridge between our technical teams and our Japanese-speaking stakeholders, ensuring the stability, performance, and reliability of our software applications. You will work in a fast-paced environment, handling complex technical issues while driving continuous improvement across our support and operations functions.

Provide Tier 2+ application support for production systems, acting as an escalation point for complex technical incidents and service requests
Triage, investigate, and resolve application issues by analysing logs, querying databases, and collaborating with development and infrastructure teams
Facilitate requirements discussions and translate specifications and communicate technical concepts in both ENGLISH and JAPANESE with stakeholders in Japan who communicate solely in JAPANESE.

Write, review, and maintain Java-based scripts or tools to automate support workflows, diagnostic processes, and operational tasks
Perform data analysis using SQL to investigate application behaviour, identify trends, and support root cause analysis
Adhere to and champion ITIL best practices, including:
Incident Management - ensuring timely response, escalation, and resolution
Problem Management - leading root cause analysis and implementing permanent fixes
Change Management - reviewing and coordinating application changes to minimise risk
Monitor application health and performance using tools such as Splunk, or equivalent observability platforms, proactively identifying and addressing anomalies before they impact end users
Collaborate closely with software engineering, DevOps, and product teams to relay customer feedback and drive systemic improvements
Participate in on-call rotations and support coverage as required to meet SLA commitments

Expected qualifications:

Minimum 5 years of experience in a software engineering role or Tier 2+ customer/application support capacity
Proficient (written and spoken) in ENGLISH and JAPANESE( Min JLPT N2 or above) to facilitate requirements discussions, translate specifications and communicate technical concepts with JAPANESE-SPEAKING ONLY stakeholders in Japan.

Solid coding knowledge in Java and familiarity with related frameworks
Hands-on experience with SQL and the ability to write complex queries for data investigation and analysis across relational databases
Demonstrated experience with ITIL practices, including incident, problem, and change management processes
Proficiency with monitoring and observability platforms such as Splunk or equivalent tools
Good analytical and problem-solving skills with the ability to work under pressure in a production environment
Excellent written and verbal communication skills.

(JAVA)Application Support Analyst (Proficiency in Japanese)