Service Desk EngineerAI Engineer

General Information

Location

Tokyo, Japan

Working Schedule

Full-Time

Work Arrangement

Hybrid

Relocation Assistance Available

Yes

Posted Date

25-Sep-2026

Job ID

20832

Description and Requirements

Role Overview

ITAIAIIT

Key Responsibilities:

• ITPCAI
• AI
• SLA
• AI

Candidate Qualifications:

Education:

• IT

Experience:

• ITIT
• IT AI
• AI
• IT ()
• AI

Language

Role Overview

The Service Desk AI Engineer provides first-level and escalation support for IT Service Desk inquiries and user-facing service issues. The role coordinates activities across infrastructure, application, incident management, change management, and vendor teams, while managing vendor performance, issue escalation, stakeholder communication, and service improvement initiatives. The position leverages AI tools and knowledge management practices to improve support quality, standardize processes, reduce repetitive inquiries, and enhance Service Desk productivity.

Key Responsibilities:

• Provide hands-on support for IT Service Desk operations and infrastructure-related incidents.
• Drive front-line operational issues through timely resolution and effective escalation management.
• Communicate clearly with business stakeholders by providing status updates, explaining business impacts, and coordinating follow-up actions.
• Manage vendor relationships and quasi-delegation service arrangements, including prioritization, quality monitoring, performance tracking, issue follow-up, and escalation.
• Coordinate with infrastructure, application, incident management, change management, vendor, and global technology teams to ensure reliable service delivery.
• Apply AI tools and IT knowledge to improve support quality, strengthen knowledge management, standardize operational procedures, identify automation opportunities, and drive continuous service improvement.
• Support adherence to global technology standards, policies, and procedures.

Candidate Qualifications:

Education:

• Bachelor of Computer Science, Engineering, Information Technology, or equivalent experience.

Experience:

• Minimum 5 years of IT experience in infrastructure engineering, operations, or Service Desk environments.
• Experience managing day-to-day Service Desk operations, incident coordination, and escalation management.
• Experience overseeing vendor performance and communicating effectively with business stakeholders.
• Practical understanding of AI-enabled support processes, knowledge management, and operational improvement initiatives.
• ITIL certification or equivalent training is preferred.

Language

• Business proficiency in Japanese; English proficiency is an advantage.

Benefits We Offer

MetLife Japan offers a comprehensive benefits package that promotes work-life balance and employee wellbeing. Employees can take advantage of flex time policy and a generous time-off policy, national holidays, annual paid leave, special consecutive leave, and refreshment leave. We also provide full social insurance coverage, a commuting expense reimbursement, group insurance, and discounts on travel and English language lessons. To support work flexibility, employees also have hybrid work options, shortened working hours for parents with children in third grade or below, and a casual dress code.

186840

New FrontierAIAIAI

19732Purpose

About MetLife

MetLife Inc., through its subsidiaries and affiliates (MetLife), is one of the world's leading financial services companies, providing insurance, annuities, employee benefits and asset management to help individual and institutional customers build a more confident future. Founded in 1868, MetLife has operations in more than 40 markets globally and holds leading positions in the United States, Asia, Latin America, Europe and the Middle East.

As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We're looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.

MetLife Japan began operations in February 1973 as Japan's first foreign-owned life insurance company. Our purpose, "Always with you, building a more confident future," encapsulates our strong commitment to leveraging our global network and best practices worldwide to stand with our customers and build trust with our communities.

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