Shift Service Lead Engineer
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.
Department: Network & IT Infrastructure
Project Location(s): Dhaka, Bangladesh
Education: Bachelor/Honors
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.
Compensation & Other Benefits
- Attractive salary package
- Weekly 2 holidays
- 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 3 years of experience in IT Operations / Production Support / NOC / L2 Support.
- Experience in shift-based or 24/7 operations is highly preferred.
- Working knowledge of ITSM processes and tools such as Jira or ServiceNow.
- English at business communication level (mandatory).
Additional Requirements
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.
how can we help you?
Contact us at the Consulting WP office nearest to you or submit a business inquiry online.
“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