English follows Japanese 職務目的（Job Purpose） IT サポート サービス コンサルタントは、1 つ以上のアプリケーションを担当し、担当するアプリケーションが正常な状態で稼働していることに責任を持つ役割。この役割は、ビジネス チームと連携して作業し、プロダクション サポート パートナーを率いて、AIG ガバナンスに沿って BAU アクティビティを進める。また、異なる文化や背景を持つ人々と協力しコミュニケーションする機会を持ち業務を遂行する。 職責（Job Responsibilities） + IT サポート サービス コンサルタントは、AIG損保（日本）ビジネス アプリケーションの安定した環境を維持運営する。 + グローバル / ローカル ガバナンスに準拠し、アプリケーションの健全性を維持する (サイバー セキュリティ修復、アプリケーション / ドキュメントの定期的な更新)。 + アプリケーションの SME (専門家) として、ベンダーが BAU アクティビティ (障害管理、問題管理、変更管理など) を適切に実行できるようにガイド / 主導する。 + アプリケーションのリーダーとして、ビジネス ユーザー、IT アプリケーション開発チーム、その他の関係者と連携して BAU アクティビティの優先順位付けを行う。 + ベンダーとの契約締結やライセンスを管理する。 主要な関係先（ Key Relationships ）： 内部関係先(AIG組織内) + すべてのビジネス部門 + グローバル プロダクション サポート + アプリケーション開発部門 + 情報セキュリティ + テクノロジー リスクコントロール + インフラストラクチャ サービス 外部関係先(AIG組織外) + 日本損害保険協会 + 製品ベンダー、メンテナンス/サービスを提供するベンダー + 外部/社外連携（データ交換） 必要とされるスキル・経験（Required Skills and Experiences） 最終学歴　　 + 大学卒業もしくは専門的教育 スキル/知識/能力/資格/免許 + アプリケーションメンテナンスに関する十分な理解 + IT インフラストラクチャとネットワークに関する基礎知識 + 文書と口頭の両方での優れたコミュニケーションスキル + 指示を待たずに積極的に行動ができる自発性 + さまざまなチームにまたがって働く能力 + 複数のタスクを処理し、タスクに優先順位を付け、期限を守る能力 + 新しい環境における適応力と柔軟性 + ビジネスレベルの日本語能力、基本的な英語スキル 業務経験 + 3 年以上のオープン系アプリケーション運用保守経験 + すべての開発フェーズ（要件収集、設計、開発、テスト、リリース）での 3 年以上のアプリケーション開発経験 + Java、AWS、Angular を使用した開発経験があれば望ましい + 損害保険業界での経験があれば望ましい + 実践的な技術経験 Job Purpose The IT Support Services Consultant 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. 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. Total Experience + 3+ years of relevant technology experience, demonstrating progressive responsibility and leadership in overseeing regional technology teams. + 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.