Customer Service | Technical Cloud Engineer | Tokyo - Munich Re Automation Solutions Tokyo, Tokyo Prefecture, Japan Bookmark Share Print 32 0 0

Listing Description

This is a very important role within our Americas team which will be providing 50% support to our new customers and 50% support to our existing customers that are live with their solution. Working day-to-day with MRAS clients, the Customer Service Technical Cloud Engineer will; provide hands on troubleshooting and Incident Management support, provide technical analysis, recommend and implement solutions, install and support software, gather, document, and communicate requirements to internal and external stakeholders, develop client technology roadmaps, provide day-to-day support to clients, and trouble-shoot issues.  In addition, the position involves working in a pre-sales role demonstrating technical expertise and our ability to adapt our solutions to customers’ environments. The successful candidate will have strong technical and customer facing skills.


Key Requirement:



  • English and Japanese Fluency required.


Key Responsibilities: 



  • Work with clients in early phases of projects to define the technical implementation strategy and to illustrate how MRAS solutions fit within the customer’s existing environment.

  • Write and present analysis and design documents.

  • Support hardware and software issues, including installations.

  • Develop in depth knowledge of MRAS products and be able to transfer product knowledge internally.

  • Develop in depth knowledge of customer systems and be able to share that knowledge with other MRAS departments to create appropriate solutions.

  • Analyze issues that arise with customer systems, providing fixes through configuration, if possible.

  • Involve the expertise of MRAS engineering specialists in Dublin as needed to resolve customer issues.

  • Co-ordinate analysis of technical change requests, estimating effort and explaining complexities to development teams and to clients.

  • Relay market requirements to the product management team

  • Provide a technical bridge between the MRAS development teams and customers.

  • Answer technical questions from clients.

  • Support Tableau-based analytics and ETL

  • Manage and track releases to customers; work with MRAS Engineering and DevOps on clarifications where required.

  • Provide general day to day support to the Project Manager and project team.

  • Develop upgrade paths for customers.

  • Architect solution roadmaps for customers with integration and customization challenges.

  • Work closely with internal colleagues and mentor where necessary.

  • Engage with MRAS clients during the sales process, impressing them with the flexibility, business and technical functionality associated with our product offerings and the MRAS vision.

  • Responding to Request for Proposal documents and giving technical presentations on the Allfinanz product range.

  • Analyzing and troubleshooting customer issues that arise with their systems and software, having the experience and ability to work through the following steps:


    • Acquiring logs and other troubleshooting information

    • Getting accurate explanations of observed issues and recreation steps

    • Understanding expected behaviour and if observed behaviour differs from expected behaviour

    • Issue recreation on test systems

    • Locating errors in logs, and identifying likely causative behaviour

    • Knowing software to home in on whether this is a likely error with the software or input/interfaces.

    • Identifying potential workarounds, and potential configuration changes.

    • Progressing issues to the correct department for resolution

    • Understanding the urgency for solutions


  • Co-ordinating analysis of technical change requests and explaining complexities to development teams and to clients.

  • Providing a technical bridge between the development teams and Clients.

  • Establishing rapport and building and maintaining good relationships with clients


Competencies: 


Behaviors: 



  • Excellent written and verbal communication skills

  • Customer focus

  • Strong personal initiative & responsibility

  • Maintains clear communication with clients regarding mutual expectations

  • Looks beyond the obvious to provide win-win solutions

  • Anticipates obstacles and thinks ahead about next steps

  • Sees obstacles as challenges and enjoys overcoming them

  • Develops accurate and realistic plans and monitors performance

  • Keeps users informed of plans and changes to plans

  • Makes decisions, sets priorities, and chooses goals based on calculated costs and benefits

  • Has sufficient knowledge to run with an acceptable level of risk; knows the implications

  • Is willing to learn from others

  • Advocates cross team working to achieve optimal business results

  • Supports individuals within the team and the wider organization

  • Asks a series of probing questions to get to the root of a situation or problem


Knowledge:



  • Applications: MS Office, PowerPoint, Visio, Project, Browsers (IE, Firefox)

  • Cloud technologies: AWS, Azure

  • SAAS Support skills

  • Databases: DB2, Oracle, SQL Server, MySQL or experience in a modern RDBMS

  • Technical Language: Enterprise Java: Java/J2EE and HTML/JavaScript, HTML5, Struts, SQL technologies. Experience with Python, Nodejs would be of benefit.

  • Java Application Containers e.g., WebLogic, WebSphere, JBoss, Tomcat.

  • Fluent English language skills

  • Object Orientated programming language experience

  • Proficient in SOAP, REST technologies. And experience with building client applications by using the Web Services would be of benefit.


Skills:



  • Development Skills

  • Presentation Skills

  • Writing Skills


Technical/ Professional Skills:



  • Be professional, articulate, and reliable, with well-practiced client facing and communication skills including a proven track record of engaging as a technical leader in a software/consulting services supplier role with client organizations

  • Proven track record of successful project implementations

  • Excellent documentation skills in the form of high-level technical requirements, architectural descriptions, interface specifications, etc.

  • Strong technical leadership skills with a deep technical background

  • Customer & quality focused

  • Basic knowledge of network (IP, routing, load balancing, cluster), hardware (CPU, memory, hard disk and the impact to system performance)

  • Good knowledge of Cloud Technologies (AWS/Azure)

  • Experience troubleshooting, performance tuning via review of error logs, code and data

  • Knowledge of the life insurance industry is useful but not necessary


Special Requirements



  • This role involves approximately 10-15% travel.

  • A valid passport is required as some travel may be international.


Listing Details

  • Citizenship: Not Provided
  • Incentives: Not Provided

 

  • Education: Not Provided
  • Travel: Not Provided
  • Telework: Not Provided


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