Nexware Technologies - L3 Support Lead - IT Operations

Description : About the Role

We are seeking an experienced Bilingual L3 Support Lead to manage advanced technical support operations, lead critical incident resolutions, and work closely with onsite and offshore teams. The ideal candidate will be proficient in both English and Japanese, possess strong analytical skills, and be capable of driving end-to-end resolution of high-complexity issues in a production environment.

Key Responsibilities :

• Lead and manage L3 application and production support activities.
• Handle critical incidents, escalations, and root cause analysis (RCA).
• Collaborate with development, QA, and onsite teams to drive permanent fixes.
• Analyze application logs, troubleshoot issues, and ensure timely resolution.
• Communicate effectively with Japanese-speaking clients and stakeholders.
• Prepare technical documentation, incident reports, and knowledge base updates.
• Assist in continuous improvement of support processes and system stability.

Required Skills & Experience :

(ref : hirist.tech)