Language Requirements: Japanese (Native/Fluent) & English (Business Fluent)
Department: Insight Managed Services – Network Operations

Role Overview

We are seeking a Bilingual Technical Program Manager to serve as the primary onsite liaison for a major global insurance client. In this role, you will oversee the delivery of Insight’s Managed Network Services, ensuring the stability, reliability, and performance of the client's network infrastructure.

You will act as the bridge between the client’s local Japanese business units and Insight’s global 24/7 Network Operations Center (NOC). You must possess a strong understanding of networking technologies to effectively manage the scope of services, which includes routing, switching, security, and load balancing.

Key Responsibilities
Service Delivery & Operations Management

• Operational Oversight: Oversee the steady-state management of the client's networking infrastructure, ensuring 24x7 availability and stability.
• Incident & Event Management: Facilitate rapid response to network incidents, coordinating between the client and Insight’s remote engineering teams to resolve connectivity and hardware issues.
• Scope Management: Ensure service delivery aligns strictly with the defined "Managed Network" scope, including the management of Routers, Switches, Firewalls, Wireless APs, and Load Balancers.
• Vendor & Carrier Liaison: Manage escalations with third-party carriers and technology vendors (e.g., Cisco, Palo Alto, Juniper) to resolve outages or hardware failures on behalf of the client.

Communication & Reporting

• Bilingual Coordination: Translate complex technical network issues and business requirements between Japanese-speaking client stakeholders and English-speaking global support teams.
• Performance Reporting: deliver regular reports regarding capacity planning, health checks, and network performance visibility to client leadership.
• ITIL Process Adherence: Ensure all service management processes (Incident, Problem, Change, and Service Requests) align with Insight’s customized ITIL framework.

Lifecycle & Maintenance