Bilingual Cloud Managed Engineer
Job Summary
The Bilingual Cloud Managed Services Engineer (L3) acts as a technical authority providing high-level support for cloud-based incidents and infrastructure. This role spans both pre-sales engagements, including solution design and architecture, and post-sales delivery, focusing on L3 troubleshooting and operational optimization. The candidate will work in a business-level bilingual environment, ensuring high service quality and driving continuous improvement.
Responsibilities
- Lead pre-sales technical design and solution architecture
- Resolve complex L3 cloud infrastructure incidents
- Conduct root-cause analysis and ITIL-based documentation
- Drive operational optimization and automation initiatives
- Mentor junior engineers and support stakeholder management
Required Skills
- Business-level English (TOEIC 735-860)
- Fluent Japanese (JLPT N1)
- Deep cloud platform and infrastructure expertise
- ITIL framework proficiency
- Stakeholder management and consulting skills
Job Details
Job Description
The Bilingual (Japanese & English) Cloud Managed Services Engineer (L3) is a seasoned engineering role, responsible for providing a managed service to clients by proactively identifying and resolving cloud-based incident and problems.
1. Pre-Sales Responsibilities (Opportunity & Acquisition Phase)
- Act as a technical authority during pre-sales engagements, collaborating with sales teams to support solution design, sizing, and feasibility assessments.
- Conduct technical discovery workshops and requirement-gathering sessions with clients.
- Design and propose cloud, hybrid, and on-premises infrastructure architectures tailored to client needs.
- Prepare and review technical proposals, Statements of Work (SoW), High-Level/Low-Level Designs (HLD/LLD), and cost estimates.
- Deliver high-impact technical presentations and solution walkthroughs/demos to clients.
2. Post-Sales / Delivery & Operations Responsibilities (Deployment & Management Phase)
- Ensure assigned client infrastructure is properly configured, installed, tested, documented, and operational.
- Investigate, troubleshoot, and resolve highly complex L3 (third-line) support incidents and problems in alignment with ITIL frameworks, ensuring root-cause analysis is thoroughly documented.
- Manage escalations and coordinate closely with vendors and third-party service providers to ensure swift resolution.
- Conduct monthly incident reviews and trend analysis to recommend continuous quality and service delivery improvements.
- Proactively drive operational optimization, workload automation, standardization, and cost-reduction initiatives.
- Design, implement, and test backup, disaster recovery (DR), and business continuity solutions.
- Provide technical guidance, coaching, and mentoring to junior team members across functions.
Working Hours: 9:00 AM – 6:00 PM
Job Requirements
- Strong English & Japanese communication skills (business level).
- Proven hands-on experience in managed services / cloud / infrastructure.
- Strong knowledge of ITIL, cloud platforms, and enterprise environments.
- Japanese client-facing & stakeholder management skills.
- Nice-to-have: Pre-sales or solution consulting experience.