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.
