Technical Lead Engineer – Second Line Support

Eaze IT Japan Co., Ltd. is a Japan-based IT Enablement & Managed Services company.
We are building a high-performing offshore operations team in Bangladesh to support a Japanese enterprise IT services client operating mission-critical systems.

This is a lead-level position requiring strong technical ownership, incident leadership, and mentoring capability in a 24/7 shift-based environment.

Department: Network & IT Infrastructure

Project Location(s): Dhaka, Bangladesh

Education: Bachelor/Honors

Responsibilities

Lead and provide expert L2/L3 technical support for critical production incidents.
Drive rapid incident recovery for order processing failures and customer-facing application issues.
Prioritize incidents based on business impact, customer experience, and revenue loss.
Implement immediate workarounds, data fixes, and recovery actions ensuring data integrity.
Participate in a 24/7 on-call and shift rotation to ensure system uptime and availability.
Perform detailed Root Cause Analysis (RCA) using logs, database queries, system traces, and application behavior analysis.
Identify recurring/systemic issues and propose long-term corrective and preventive solutions.
Prepare, review, and present post-mortem and RCA reports for major incidents.
Design, implement, and maintain monitoring dashboards and alerting mechanisms.
Ensure stability, performance, and integration between front-end applications and backend systems.
Maintain and continuously improve operational runbooks, SOPs, and knowledge base.
Mentor, guide, and technically lead shift engineers and junior team members.
Manage incident backlogs using ITSM tools (Jira / ServiceNow).
Identify operational gaps and drive process and automation improvements.
Plan and support maintenance activities including patching, upgrades, and feature releases.

Compensation & Other Benefits

Attractive salary package
Performance-based increments
Exposure to Japanese enterprise IT environments
Career growth and leadership opportunities
Training and continuous learning support
Professional and ethical work culture

Education

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

Skills/Experience

Minimum 5 years of experience in IT Operations / L2 or L3 Production Support.
Proven experience leading or acting as a technical escalation point.
Hands-on experience with ITSM tools such as Jira or ServiceNow.
Experience working with international or enterprise customers.
Experience working with Japanese customers will be an added advantage.
English fluency (spoken and written) is mandatory.

Additional Requirements

Technical Skills

Strong hands-on experience with Linux/Unix environments (shell scripting, log analysis, system administration).
Ability to investigate complex issues using logs, metrics, and traces.
Strong understanding of runbook-based operations.
Practical experience with REST APIs and system integration.
Experience with DevOps tools such as Ansible and Jenkins.
Exposure to CI/CD pipelines and deployment processes.
Familiarity with cloud platforms and container technologies (Kubernetes preferred).
Experience with monitoring tools such as Grafana, Kibana.
Basic networking and scripting knowledge.
AWS, RHCSA, CKA (Certification preferred)

Soft Skills

Strong analytical and problem-solving skills.
Excellent communication and documentation ability.
Leadership mindset with ownership of incidents.
Ability to work under pressure in a shift-based operation.
Customer-focused and service-oriented attitude.

how can we help you?

“At EAZE-IT, we see technology as a bridge to growth and innovation. By combining precision with creativity, our team delivers reliable, future-ready solutions that help clients stay ahead in a fast-changing digital world.”

Yoshinobu Shijo

CTO, EAZE IT JAPAN