Primary Responsibilities and Activities

• Team management and skill development
  • Set yearly objectives and appraises the members of retail L2 support team
  • Coaches, helps the team members for skill development and meeting their objectives
  • Comply with SLA and lead retail L2 team to support business for issues or requests on applications and related hardware
• Technical expertise
  • Experienced on support or design of business applications over MS Surface, PC or iOS devices (connectivity / performance / limitations)
  • With knowledge and experience (setting/ installation/ configuration of retail applications and related hardware which are used in stores
  • Manage and troubleshoot enhancement/issues of front office applications related
• Project Management
  • Plan and manage IT projects of various sizes with pre-aligned outcomes
  • Be able to have efficient communication with stakeholders to share status, issue and risk
  • Execute the implementation test and deployment for new applications or enhancement
  • Manage Store opening with business and finance for POS system setup and validation
• Business Consultancy
  • Develops and maintains his/her knowledge about the business domains related to Front office applications
  • Able to gather business requirements, judge with evidence and make necessary consultation or escalation based on IT governance rules
• Communication
  • Act as a key contact for local business retail operation teams as well as HQ IT experts team
  • Able to communicate logically and persuasively to business users, local IT L2 support team and HQ expert team

Required Education, Experience and Expectation

• At least Bachelors in IT engineering and/or having work experience of at least 5 years in Retail Application support domain
• Understanding of the business practices (functional area of POS and Repair. CRM is added value)
• Knowledge of basic network and OS related
• Enthusiast in new IT technology and devices
• Implement LINE / Salesforce (or other SNS platform) for business purpose (nice to have)
• ITIL certification
• AGILE knowledge (nice to have)
• Self-starter, objective-oriented, user-focused
• Analytical and problems solving skills
• Staff management of at least 2 members
• Written & oral communication skills
• English and Japanese: One native and one Business level at least
• The job implies travels to BTQs or other countries (after the pandemic)