Media, Broadcast & Content
Technical Support Analyst, Tech & Support Ops
Mid Level
Nerima, Japan
in office
Full time
Digital, Product & TechData & CRM SystemsIT & Infrastructure
Job description
About the Role
This role supports the day-to-day operation and continuous improvement of critical business applications, including ticketing and retail systems, for Warner Bros. Studio Tour Tokyo and related retail locations. It works closely with business stakeholders, vendors and global technology teams to ensure reliable system performance and a seamless guest experience while supporting the broader objectives of the Studio Tour and Experiences business.
Key Responsibilities
- Provide technical support for business-critical applications and technologies, including ticketing systems, retail POS and related platforms, ensuring reliable day-to-day operations.
- Support application enhancements, system upgrades, testing activities and technology projects, including hardware deployments and new business application implementations.
- Support operations across Studio Tour, Warehouse, Call Centre and Retail locations, including troubleshooting, hardware installation and responding to critical incidents outside standard business hours when required.
- Manage incidents, service requests and escalations in collaboration with internal teams, vendors and external partners to minimise business disruption and system downtime.
- Partner with business stakeholders through service reviews and ongoing collaboration to improve system performance, service delivery and user experience.
- Maintain compliance with security, audit and data privacy requirements, including PCI controls, SOX audits and legal data protection requests.
- Develop and maintain user guides, technical documentation and training materials to support operational excellence and knowledge sharing.
Required Experience & Qualifications
- Minimum of 3 years of experience supporting business applications within an internal IT department of an operating company.
- Experience supporting customer-facing or B2C business applications such as POS, ticketing, retail, hospitality, entertainment or similar operational systems.
- Proficiency in Japanese and the ability to communicate confidently in English, with experience collaborating with business stakeholders, vendors and global teams.
Preferred Skills
- Experience supporting integrated retail, payment or ticketing platforms and managing third-party vendors.
- Experience supporting technology environments in retail, hospitality, entertainment, attractions or other customer-facing businesses.
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