Operations Engineer

Project Role : Operations Engineer Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement. Must have skills : Japanese Language Good to have skills : NA Minimum 2 year(s) of experience is required Educational Qualification : 15 years full time education

Senior Change Management SME (Bilingual: English & Japanese) - JD Role Purpose We are seeking a highly skilled Change Management SME to drive enterprise IT Change Governance in a large-scale global environment. This role requires strong operational ownership, governance discipline, stakeholder management, and the ability to independently govern complex, high-risk production changes with operational stability and compliance. The ideal candidate must confidently drive governance, manage escalations, and operate effectively in high-pressure, regulated environments such as Insurance, Banking, or Financial Services. The role also requires strong bilingual communication capability in both English and Japanese to support Japan-region stakeholders, governance calls, CAB/TAB meetings, operational communications, and Change Management activities.

Key Responsibilities

Change Governance & Operational Control o Govern Normal, Standard, and Expedited changes end-to-end with strong process understanding of Emergency changes o Review RFCs for risk, impact, rollback readiness, implementation quality, and compliance o Own and lead CAB/TAB governance activities o Prepare agendas, drive risk discussions, manage conflict resolution, and govern scheduling decisions o Chair meetings confidently with global stakeholders and technical teams o Ensure action tracking, governance follow-ups, and meeting documentation o Challenge or reject risky, incomplete, or non-compliant changes o Conduct Post Implementation Reviews (PIRs) for failed changes and change-related outages o Identify governance gaps and operational improvement opportunities, and drive corrective/preventive actions with documented lessons learned o Participating in root cause discussions with technical teams for potentially failed changes causing outages o Ensure adherence to global Change Management policies and governance standards o Monitor Change Management SLA breaches, aging backlog, drive strong governance to reduce unauthorized changes, and failed changes o Conduct Change Management training and awareness sessions for global and Japan-region stakeholders in both English and Japanese o Create and manage policy and procedural documents and knowledge articles o Support Japan-region Change Governance activities through bilingual communication in English and Japanese o Conduct and support CAB/TAB meetings, governance discussions, operational reviews, and stakeholder coordination in Japanese where required o Review, validate, and manage Change Management communications, governance emails, and operational updates in Japanese and English

Stakeholder Management & Reporting o Drive Change Governance for global stakeholders, including Japan-region stakeholders, by providing process guidance in both English and Japanese o Handle bilingual governance communications, operational escalations, and stakeholder discussions professionally o Publish and manage governance dashboards, KPI metrics, and operational insights

AI & Operational Readiness o Support AI-enabled ITSM operational models and governance automation o Adapt to AI-assisted reporting, workflow optimization, and evolving operational models

Mandatory Skills & Experience o Strong experience in Change Management and ITIL 4 based Change Enablement operations (ITIL4 Certified) o Proven expertise in enterprise Change Governance and CAB/TAB leadership o Experience governing high-risk and critical production changes o Strong operational risk assessment and escalation management capability o Excellent stakeholder management and communication skills o Hands-on experience with ServiceNow ITSM tool o Strong analytical capability, governance reporting expertise, and operational ownership mindset o Exposure to AI-driven operational models o 5 - 7 years of experience in Change Management operations and governance o Ability to work in a 24x5 support environment o Strong bilingual communication capability in English and Japanese (written and verbal) o Experience supporting Japan-region stakeholders and multilingual governance operations o Ability to independently handle governance calls, meetings, reporting, and communications in Japanese o Business-level Japanese communication capability is mandatory

Preferred Skills o Change Management operational experience in Insurance, Banking, or Financial Services industry domain o Power BI reporting / dashboard experience o Experience supporting global ITSM operations and service improvement initiatives o Experience supporting Japanese clients or Japan-region IT operations

What We Are Looking For o A strong Change Management operator - not a ticket coordinator o Someone who can confidently lead CAB/TAB discussions and constructively challenge technical teams o A professional who understands operational risk, governance, and production stability with strong decision-making capability o A self-driven individual who can enforce compliance with minimal supervision o Someone who can balance governance, business urgency, and operational stability effectively o A professional capable of confidently managing bilingual governance discussions and stakeholder interactions across global and Japan-region teams Language Requirement o Business-level communication capability in both English and Japanese is mandatory o Ability to handle governance meetings, CAB/TAB discussions, operational reviews, emails, and stakeholder communications in Japanese o Ability to work effectively with global and Japan-region stakeholders in a multilingual operational environment

15 years full time education

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