A Day in the Life at THT
M.I's one day, Team Management, Contact Center Solution Department (Joined December 2014)
Operations and maintenance are the "last line of defense."
With this mindset, I strive to earn client trust and maintain high quality in every task.
8:30 Start of Work and System Check
After arriving at the client site, I begin the day by going through a checklist to verify that all systems are functioning properly.
Since daily checks can become routine and lose their meaning, I remind the team to always be mindful of why we're performing these checks, not just to go through the motions, but to prevent real problems.
9:00 Morning Meeting
We hold a full-team meeting each morning to reflect on the previous day's work, align on today's tasks, share upcoming plans, and review the progress of ongoing incidents. Important matters are often explored in more detail through discussions.
We emphasize that our work is a team effort, not just individual tasks. Everyone understands what others are doing, so we can support each other at all times.
10:00 Internal Task Review
Before performing any changes or updates to the system, we create operation manuals and checklists, and conduct team reviews.
Because simple operation errors can lead directly to decreased system quality or lost trust, we make sure to have multiple eyes check everything thoroughly.
11:00 O&M and Project-related Tasks ①
We manage a wide variety of tasks including:
・Creating or updating procedure manuals
・Maintaining tracking sheets
・Parameter changes based on customer requests
・Investigations and inquiries
・Scheduled daily, weekly, and monthly operations
・Incident response and vendor coordination
・Field support and regular meetings with customers or vendors
Instead of having managers assign work top-down, we encourage members to consider each other's skill levels and workloads, distribute tasks proactively, and contribute to team-based knowledge sharing through OJT (on-the-job training). This helps us prevent knowledge silos and build a well-rounded team.
12:00 Lunch Break
I take proper lunch breaks to reset and recharge.
I can use the on-site cafeteria, eating out, or bringing a packed lunch. There are microwaves and fridges available on the floor.
13:00 Review Participation
We also attend reviews for customer-side tasks, especially when they involve systems related to our area of operations.
Since many client tasks involve systems we maintain, we often provide feedback from an operations and maintenance perspective to ensure everything runs smoothly, especially when there are unclear areas or concerns.
14:00 O&M and Project-related Tasks ②
In addition to standard tasks, we also handle paid project work when customers request services outside of regular maintenance.
These include:
・Quotation preparation
・Customer coordination
・Equipment procurement
・Parameter design
・Deliverables creation
We sometimes propose improvement ideas based on issues found during routine operations, which can lead to additional contracts or support work.
17:00 System Check
We run a final checklist to confirm that the system is running normally.
Again, the goal isn't just to complete the checklist, but to understand the purpose behind each check, and pass that mindset on to team members.
17:30 Daily Work Report and Leaving Work
I write detailed notes in a daily work log, and send out reports to the customer.
In some cases, we may work after hours for special projects, including overnight shifts that may require hotel stays.
The work log serves as an important memo for my future self! Since we often refer back to past records, I make sure the team writes everything down in detail, including even the small things that happened that day.
To prevent overwork, we use flexible shift scheduling to manage work hours and reduce the burden on team members.