This position will require a broad infrastructure skillset and analytical mindset, to helps increasing systems stability in Japan by troubleshooting incidents, identifying root causes, applying lessons learned for incidents prevention, improving monitoring, and generating reports for engineering and executive consumption. Job Purpose Provide support to IT Service Management (ITSM) and Operations processes and infrastructure platforms. This role helps the smooth delivery of services, enables consistent service improvement, and supports team in resolving technology-related challenges with care, clarity and accountability. Job Responsibilities Roles and Responsibilities: Assist with implementation, and improvement of ITSM processes (e.g., Incident, Change, Problem, and Service Request Management) Collaborate with cross-functional teams to maintain accurate and useful documentation of infrastructure systems and workflows. Support the adoption and configuration of ITSM/Operations platforms and tools. Monitor operational health of systems, assist with resolving service disruptions, and communicate clearly with involved teams. Contribute to service reviews, RCA sessions, and improvement planning with a humble, proactive, and team-oriented approach that values collaboration and shared learning. Foster clear and respectful communication across support teams, stakeholders, and business IT, showing awareness of others’ needs and contributing to shared understanding. Offer thoughtful guidance and constructive feedback with humility and a growth mindset, supporting team success and the continuous improvement of services and processes. Participate in on-call incidents with a dependable and cooperative attitude, demonstrating commitment to the team and readiness to support others when needed. . Accountabilities: Support the consistent operation and improvement of ITSM/Operations processes. Maintain well-documented configurations and service procedures. Help ensure service availability and timely incident handling. Contribute to a shared culture of knowledge and mutual respect. Promote alignment with infrastructure and support standards across the organization. Key Relationships Internal Interactions (Within the Organization) + IT Operations and Support Teams + Service Desk + Application Owners + Project Managers + Other cross-functional teams, business partners and stakeholders as required by project or operational needs External Interactions (Outside the Organization) + Platform and Software Vendors (e.g., ServiceNow, ITSM tool providers) + Third-Party Service Providers and SaaS Vendors. + Outsourced Support and Managed Services Partners + Other external collaborators may be engaged based on specific service, project, or operational requirements. Required Skills and Experiences Educational Qualification + Bachelor’s degree in information technology, Computer Science, Engineering, or related field. + Equivalent practical experience, particularly where it reflects self-motivation, continuous learning, and initiative in solving real-world problems, will also be considered. Specific Qualifications + Familiarity with ITIL framework (v4 or v5 preferred) + Experience working with ITSM tools (e.g., ServiceNow, Splunk, SharePoint) + Understanding of infrastructure components (e.g., Networking, Servers, Storage, Cloud Services, User devices) + Understanding of Operating Systems, Middleware, Databases (e.g., Arch / Debian / Red Hat Linux, Windows, MacOS, Oracle, Sybase, SQL, Tomcat, NGNIX, Apache, IIS) + Strong written and verbal communication skills in both Japanese and English, with the ability to engage clearly and effectively across technical and non-technical audiences. Total Experience + 3–6 years of experience in IT operations, L2/L3 technical support, or ITSM process-related work. + Experience working in supportive team environments, contributing to both user-facing and system-level outcomes within medium to large organizations. + Proven ability to adapt to new tools and processes, troubleshoot complex technical issues, and enhance system performance through independent, self-motivated effort. + Familiarity with both Windows and Linux-based systems, gained through a combination of professional and informal hands-on experience. + Comfortable taking initiative to explore and implement practical technical solutions, often beyond standard procedures, while remaining aligned with team objectives. + Foundational awareness of Site Reliability Engineering (SRE) principles, gained through direct participation or adjacent collaboration with projects and/or SRE teams. At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike. Enjoy benefits that take care of what matters At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family. Reimagining insurance to make a bigger difference to the world American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become. Welcome to a culture of inclusion We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations. AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com . Functional Area: IT - Information Technology AIG Technologies Kabushiki Kaisha