Shift Service Lead Engineer

Job Description

Title: Shift Service Lead Engineer

Company Name: EAZE IT JAPAN CO. LIMITED

Vacancy: 3

Age: At most 35 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 3 years
• The applicants should have experience in the following business area(s): IT Enabled Service

• Bachelor/Honors

• Bachelor’s degree in Computer Science, Information Technology, or related discipline.

• At least 3 years
• The applicants should have experience in the following business area(s): IT Enabled Service

• Age At most 35 years
• Only Male

• Minimum 3 years of experience in IT Operations / Production Support / NOC / L2 Support.
• English at business communication level (mandatory).
• Experience in shift-based or 24/7 operations is highly preferred.
• Working knowledge of ITSM processes and tools such as Jira or ServiceNow.

Technical Skills:

• Hands-on experience with Linux/Unix environments.
• Ability to investigate system and application logs.
• Good understanding of runbook-based operations.
• Basic understanding of incident management and escalation procedures.
• Familiarity with monitoring tools such as Grafana (Kibana is a plus).
• Basic knowledge of REST APIs and system integrations (support-level).
• Exposure to DevOps tools or CI/CD concepts is an advantage.
• Basic networking and scripting knowledge.
• CSE/IT background is mandatory.

Professional & Soft Skills:

• Strong analytical and troubleshooting ability.
• Good communication and coordination skills.
• Customer-focused mindset with service ownership.
• Ability to work under pressure in shift operations.
• Team-oriented attitude with leadership potential.
• Willingness to learn advanced technologies and processes.

Eaze IT Japan Co. Ltd. is expanding its offshore operations team in Bangladesh to support a Japanese enterprise IT enablement services client.

The Shift Service Lead Engineer will play a key role in ensuring stable shift operations, incident coordination, and service quality, working closely with Technical Lead Engineers to resolve production issues in a 24/7 environment.

Job Responsibilities

• Lead and coordinate shift-based IT operations and ensure smooth service delivery.
• Act as the primary escalation point during assigned shifts.
• Support incident recovery activities for production and customer-impacting issues.
• Investigate system and application logs to identify operational issues.
• Execute operational tasks and recovery actions based on defined runbooks and SOPs.
• Assist in implementing temporary workarounds to restore services under guidance from Technical Leads.
• Monitor systems and applications using tools such as Grafana and respond to alerts.
• Manage incidents, service requests, and problem tickets using Jira or ITSM tools.
• Perform shift handover, reporting, and documentation.
• Ensure SLA compliance and service availability during shift hours.
• Support Root Cause Analysis (RCA) by collecting logs, evidence, and incident data.
• Contribute to maintaining and improving knowledge base and operational documentation.
• Guide and support shift engineers and junior team members.
• Coordinate with internal teams and escalate to Technical Lead Engineers when required.
• Participate in scheduled maintenance activities and operational tasks.

• Festival Bonus: 2

• Attractive salary package

• Performance-based increments

• Exposure to Japanese enterprise IT environments

• Career growth and leadership opportunities

• Training and continuous learning support