Job Description:
About Organization
Network Operations (SXC) Division at Rakuten Mobile is dedicated to ensuring the highest levels of service reliability and network performance.
Incident Management Section, which operates under the SXC Division, plays a critical role in maintaining service continuity and minimizing the impact of incidents on the end customer.
By leading and driving incident response efforts, the team ensures that Rakuten Mobile remains a trusted and reliable service provider.
We are looking to strengthen our Incident Management Team to ensure we continue to maintain service continuity and minimize the impact of incidents on our customers. This team is crucial for leading and driving incident response efforts, which helps Rakuten Mobile remain a trusted and reliable service provider.
Job Duties
Lead and drive incident calls, ensuring effective communication and coordination among all stakeholders to resolve issues promptly.
Act as the primary point of contact during incidents, coordinating with internal teams (CLOUD/CORE/IPTX/RAN/OSS/BSS, Japan/India) and external partners through established escalation and communication matrices.
Manage responses to emergency situations, such as natural disasters or major network outages, ensuring swift and effective action to minimize service disruption and protect customer experience.
Properly escalate incidents in a timely manner according to the escalation matrices to ensure that service level agreements (SLAs) are maintained.
Conduct thorough post-incident reviews to identify root causes, document lessons learned, and implement improvements to prevent future occurrences.
Prepare and present detailed incident reports to senior management, highlighting key issues, actions taken, and recommendations for improvement.
Continuously evaluate and improve incident management processes and protocols to enhance efficiency and effectiveness. Drive continuous improvement initiatives and ensure compliance with organizational policies and regulatory requirements.
Maintain clear and consistent communication with all stakeholders, including internal teams and external partners such as vendors, to ensure transparency and trust.
Work on a shift basis to ensure continuous incident management, 24 hours a day, 365 days a year.
Minimum Qualifications
Work Experience: Minimum 5 years of experience in Telecom/IT incident management or a related field.
Years of Experience: At least 5 years.
Skills:
Strong understanding of ITIL processes and best practices.
Experience with incident management tools such as ServiceNow, JIRA, etc.
Proficiency in ITIL incident management, problem management, and change management.
Understanding of open RAN, cloud-native networks, Kubernetes, and networking.
Familiarity with Microsoft applications.
Ability to work with AI capabilities to enhance incident management processes.
Industry of Origin: Experience in the telecommunications industry, particularly with cloud-native and Open RAN technologies, is highly desirable.
Preferred Qualifications
Relevant certifications such as ITIL, PMP, or similar
Languages:
English (Overall - 3 - Advanced)-
Tokyo Rakuten Mobile, Inc. ￥5,000,000 - ￥7,500,000 per yearThe Incident Management Section at Rakuten Mobile is seeking an Incident Manager to strengthen their team and ensure service continuity. · Lead and drive incident calls to resolve issues promptly. · Manage responses to emergency situations such as natural disasters or major netwo ...
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