Job Description:

Business Overview

The Technology Platforms Division (TPD) drives the growth of Rakuten's ecosystem by delivering innovative, high-quality technology platforms characterized by integrated control and strategic partnerships and responsible for building and operating the infrastructure and ecosystem platforms which power the Rakuten Group.

Department Overview

Our department, BSS Ops Department (BSOPD) provides operational service for BSS applications both B2B & B2C and also responsible for maintenance of IT infra (on-premise and cloud environment) for BSS platform.

Position:

Why We Hire

We are looking for Entrepreneurial, Innovative, Growth-Oriented, and Customer-obsessed individuals to join our growing team to build the Telco of the Future.
We are a truly global organization, with team members from Japan, India, North America, South America, Europe, China, Korea, Australia, Africa, and more, shifting to a fast-paced, agile way of working.

Position Details

- Lead and personally drive resolution of the most complex and critical production incidents (multi-system failures, significant business impact) impacting order processing and customer onboarding.

- Own the end-to-end incident management process for order-to-activate, including defining escalation paths, communication, and post-incident review frameworks.

- Strategically prioritize incidents based on business impact, customer experience, and revenue, guiding the team's focus.

- Champion and oversee problem management, identifying systemic issues, driving RCAs, and ensuring long-term solutions are implemented.

- Conduct and mentor the team through in-depth Root Cause Analysis (RCA) for persistent and complex order failures (expert-level analysis of logs, databases, APIs, code, microservices).

- Identify and articulate underlying architectural, design, or integration flaws, translating technical findings into actionable recommendations.

- Design, develop, and oversee implementation of sophisticated temporary workarounds and data fixes for failed orders, ensuring data integrity and accurate billing.

- Lead the architecture and implementation of robust, scalable monitoring solutions (e.g., APM, Infra, synthetic transactions) to proactively detect and prevent system problems.

- Drive and personally contribute to automation initiatives for critical operational tasks, data repair, and diagnostic procedures.

- Provide expert technical mentorship, coaching, and guidance to L1 & L2 support engineers.

- Manage incident backlogs, define and track key operational metrics (KPIs), and implement solutions to enhance team efficiency.

- Conduct regular one-on-ones, performance reviews, and support career development for team members.

- Act as the primary technical Subject Matter Expert (SME) and liaison for order-to-activate, collaborating extensively with Product, Engineering, IT, and Network teams.

- Provide critical technical feedback and strategic recommendations to Product and Engineering, directly influencing future design, architecture, and feature enhancements.

- Lead technical discussions and represent the support organization in architectural reviews and strategic planning meetings.

- Define, establish, and maintain the highest standards for knowledge management within the order-to-activate domain (documentation, runbooks, advanced troubleshooting guides).

- Author and critically review post-mortem reports and RCAs for significant, high-impact incidents, ensuring technical rigor and driving continuous improvement.

- Participate in a leadership-level 24/7 on-call rotation for critical incidents, directing resolution efforts and personally engaging with the most challenging technical issues.

- Demonstrate a hands-on approach, actively working on complex technical issues rather than solely delegating.

Mandatory Qualifications:

1) Experience & Education

- 8-10 years of progressive experience in a senior technical role (e.g., Senior Software Engineer, Technical Lead,  L3 Support Engineer), specifically within the telecommunications sector.

- 5+ years of hands-on Java development experience building enterprise-grade applications, particularly within microservices or distributed systems architectures.

- 5+ years of extensive practical experience with Telecom BSS platforms and processes, with a strong focus on Order Management (solution design, integration, operational support).

- Experience with Couchbase & SQL databases , including designing/implementing NoSQL data models, optimizing N1QL queries and cluster performance, troubleshooting production issues, and leveraging various Couchbase services.

- Demonstrable experience with DevOps practices and tooling (e.g., Ansible, Jenkins for CI/CD, Docker, Kubernetes), including automation of deployment, monitoring, and operational tasks.

- Prior experience in a leadership or mentorship capacity, guiding junior engineers or technical teams in complex problem-solving and best practices.

- Documented experience in conducting and leading Root Cause Analysis (RCA) for complex production incidents, identifying systemic issues, and driving preventative measures.

- Experience collaborating with cross-functional teams (Product, Engineering, Operations, Network) to deliver robust solutions and resolve critical issues.

- Bachelor's degree in Computer Science, Information Technology, or a related technical field.

- Proven experience with ITSM methodologies and ticketing tools such as ServiceNow or Jira.

2) Professional Competencies

- Problem-Solving: Exceptional analytical and troubleshooting capabilities to resolve complex, time-sensitive issues efficiently.

- Communication: Excellent verbal and written communication skills, able to articulate technical concepts clearly to diverse audiences.

- Adaptability: Ability to quickly learn and adjust to new technologies, processes, and a dynamic work environment.

- Customer Focus: A strong commitment to customer satisfaction and a sense of ownership over production incidents.

Desired Qualifications:

- Proactive approach to problem-solving.

- Strong organizational skills & working experience with Japanese customers.

- Knowledge of industry standards and compliance requirements.

- Ability to work independently and as part of a team.

- Commitment to continuous learning and professional development.

Other Information:

Additional information on Location

Rakuten Crimson House (Head office)

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