Job Purpose
The IT Support Manager is a critical role in our application support team, responsible for the operational health and performance of our applications. This role ensures high application availability and user satisfaction by swiftly resolving issues, performing root-cause analysis, and collaborating with our development team on fixes and improvements. You will bridge the gap between development and operations teams, fostering collaboration and shared ownership of reliability. Key responsibilities include defining and meeting Service Level Objectives (SLOs), managing error budgets, and conducting blameless postmortems for continuous improvement. Ultimately, strive to achieve a balance between the speed of software development and system stability, ensuring a seamless user experience
Job Responsibilities
Keep up continuous uptime and accessibility of critical business applications and services. This involves actively monitoring system performance, detecting potential issues, and implementing strategies to prevent downtime.
Respond to and resolve incidents and outages promptly. This includes troubleshooting problems, coordinating with other teams, and restoring service quickly.
Utilize AI and machine learning to analyze application logs and user behavior patterns, predicting potential issues and implementing proactive measures to prevent disruptions and performance degradation
Champion the adoption of AI technologies across the support organization. Provide training, create documentation, and establish best practices to upskill team members and foster a culture of AI innovation.
Automate repetitive, manual tasks (toil) to improve efficiency and reduce human error. This might involve scripting, developing tools, and improving infrastructure management processes.
Establish and maintain robust monitoring and alerting systems to gain real-time insights into system health and performance. This allows for proactive identification and detection of anomalies or potential issues.
After major incidents causing outages, conduct blameless post-mortem reviews to analyze the root causes of failures, document learnings, and implement corrective measures to prevent future occurrences.
Work with cross-functional teams, including product, engineering, and business stakeholders, to identify high-impact opportunities for AI integration. Clearly articulate how AI solutions will improve efficiency, enhance the customer experience, and deliver measurable business outcomes.
Establish clear, measurable targets for system performance and reliability, often based on Service Level Indicators (SLIs). These Service Level indicators and objectives guide development and operations priorities to maintain high levels of user satisfaction.
Stay informed on emerging AI technologies and industry trends. Evaluate and pilot new AI solutions to continuously enhance application support processes and capabilities.
Lead BAU projects and initiatives representing Japan application support team.
Key Relationships
Internal Interactions (Within the Organization)
All Business areas
Global Production Support
Application Delivery
Information Security
Technology Risk
Infrastructure Services
External Interactions (Outside the Organization)
General Insurance Association of Japan
Product vendors, Vendors provide maintenance/services
External organizations exchanging data with
Required Skills and Experiences
Educational Qualification
Bachelor's degree in related field
Specific Qualifications
Strong understanding of core concepts in AI and machine learning, including algorithms, model training, and deployment.
Proficiency in scripting languages (e.g., Python, Bash) and Infrastructure as Code (IaC) tools (e.g., Terraform, Ansible) is crucial.
A strong, engineering-minded approach to solving problems, with a focus on system improvement and long-term strategic impact.
Ability to quickly diagnose and resolve system incidents, minimize downtime, and implement solutions to prevent recurrence is paramount. This includes developing and adhering to incident response plans and conducting post-incident reviews (PIRs)
Ability to rely on data from metrics, logs, and other sources to understand system behavior, analyze performance, identify trends, and make informed decisions to improve system reliability.
Design, implement, and manage AI-driven tools, such as intelligent chatbots and autonomous support agents, to automate routine technical support tasks and empower end-users with self-service capabilities.
Excellent communication skills to articulate technical concepts, collaborate on projects, and foster a shared understanding of reliability goals. (Both in Japanese and English)
Proactive in learning new technologies, methodologies, and tools to adapt to changing environments and continuously improve their skills and the systems they manage.
Ability to handle multiple tasks, prioritize tasks and meet delivery deadlines.
Total Experience
3+ years of relevant technology experience, demonstrating progressive responsibility and leadership in overseeing regional technology teams.
5+ years team lead or project management experience
Demonstrated expertise in IT service management (ITSM) and observability tools, especially those that leverage AI for analytics
Hands-on experience with models like GPT, Claude, and their associated frameworks (e.g., RAG) is a key requirement
Practical experience running production systems, troubleshooting issues, and participating in on-call rotations is highly valued, building crucial intuition for real-world system failures.
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 General Insurance Company, Ltd.
