Business Overview
Rakuten is one of the leading e-commerce companies in the world. Our mission is to empower people and society through the internet while aiming at becoming "the" Global Innovation Company.
Department Overview
The Technology Platforms Division (TPD) is responsible for building and operating the infrastructure and ecosystem platforms which power the Rakuten Group.
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.
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.
This position focuses on providing expert, day-to-day technical support for critical production issues, particularly those involving order processing failures. A key responsibility is to prioritize incidents based on their impact on customers and revenue.
The role involves thoroughly diagnosing the root cause of complex order failures by analyzing system logs, querying databases, and tracing interactions across various systems.
Unresolved problems require detailed analysis and documentation before escalation to product support, development, or external vendors.The specialist will also implement temporary workarounds and data fixes for failed orders to ensure accurate service provisioning and billing.
Participation in a 24/7 on-call rotation for critical incidents is a requirement.Proactive monitoring of order management applications is essential to identify and address potential issues before they affect customers. This includes ensuring the smooth processing of order batches and seamless system integrations with other BSS/OSS platforms. The role also leads the investigation and resolution of end-to-end service provisioning challenges.
Additional responsibilities include planning and participating in system maintenance activities (upgrades, patches, feature activations).
The individual will contribute to and maintain a knowledge base with solutions and operational procedures to empower the L1 support team.
Collaboration with various internal teams (e.g., product, IT, network) and external vendors is crucial for resolving operational challenges and enhancing the entire order-to-activate process.
This role also involves producing post-mortem reports and Root Cause Analyses (RCAs) for significant incidents, supporting the mentoring and training of junior team members, and analyzing recurring issues to identify systemic problems for long-term solutions.
Contribution to the automation of routine operational tasks, such as data repair, is also expected, alongside providing feedback on system performance and stability to development and product teams.
Mandatory QualificationsTechnical Expertise
Domain Knowledge:
Strong understanding of the telecom BSS ecosystem, with a specific focus on order management (capture, validation, fulfillment).
Database Proficiency:
Skilled in SQL for data analysis, performing data fixes, and troubleshooting production issues.
Operating Systems:
Experience with Linux/Unix environments for shell scripting, log analysis, and system administration tasks.
APIs:
Practical experience with REST APIs and system integration concepts, common in modern order management systems.
BSS Platforms:
Familiarity with leading BSS order management solutions like Amdocs, Netcracker, Ericsson, or similar.
Cloud Concepts:
Advantageous to have familiarity with cloud technologies (e.g., Kubernetes, containers) and monitoring tools (e.g., Grafana, Kibana).
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.
Experience & Education
Bachelor's degree in Computer Science, Information Technology, or a related technical field.
Typically, 2–5 years of experience in an L2 or equivalent technical support role, ideally within the telecommunications sector.
Proven experience with ITSM methodologies and ticketing tools such as ServiceNow or Jira.
Desired Qualifications
Proactive approach to problem-solving.
Strong organizational skills & Experience with budget management.
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)
#engineer #infrastructureengineer #technologyplatformdiv
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