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

• Provide expert technical support and drive incident recovery for critical production issues, focusing on rapid resolution of order processing failures and front-end application issues impacting customer experience.
• Prioritize incidents based on business impact, customer experience, and revenue to minimize downtime and service disruption.
• Implement immediate workarounds and data fixes to restore functionality, ensuring data integrity and accurate billing/provisioning.
• Participate in a 24/7 on-call rotation for critical incidents, demonstrating a strong commitment to system uptime and availability.
• Conduct in-depth Root Cause Analysis (RCA) for complex and recurring issues by meticulously analyzing logs, querying databases, tracing system interactions, and examining front-end application behavior.
• Identify systemic problems, propose long-term solutions, and contribute to preventing future incidents.
• Author and critically review post-mortem reports and RCAs for significant incidents, driving continuous improvement.
• Develop, implement, and maintain robust monitoring solutions to proactively detect and prevent system/application problems and performance degradation.
• Proactively monitor applications (front-end and back-end) to identify and address potential usability or performance issues before they impact end-users or business operations.
• Ensure the stability, responsiveness, and integration of user interfaces and critical backend systems.
• Collaborate effectively with internal teams (Product, UX/UI, Development, IT, Network) and external vendors to resolve operational challenges and optimize the end-to-activate customer journey and front-end BSS modules.
• Provide critical technical feedback and strategic recommendations on system performance, stability, and user experience to influence future design, architecture, and feature enhancements.
• Contribute to and maintain a comprehensive knowledge base (solutions, technical information, operational procedures, troubleshooting guides) to empower L1/L2 support and streamline resolution processes.
• Mentor and train junior team members, fostering skill development and knowledge transfer.
• Manage incident backlogs, identify operational improvements, and implement solutions to enhance team efficiency.
• Contribute to automation efforts for critical operational tasks, data repair, diagnostics, and alert handling, working with engineering teams to implement these solutions.
• Plan and participate in maintenance activities, including application upgrades, patch deployments, and the activation of new features.

Required Skills & Qualifications

• Technical Expertise
• Telecom BSS Domain Expert
• Strong understanding of the telecom BSS ecosystem, with a specific focus on Order Management (capture, validation, fulfillment).
• Extensive experience with leading BSS platforms, including Amdocs, Netcracker, Ericsson, or other major telecom BSS products.
• Knowledge of telecom network infrastructure (4G/5G) and industry standards.
• Database Proficiency
• Skilled in SQL for data analysis, performing data fixes, and troubleshooting production issues.
• Proficient in creating and utilizing SQL queries for various operational needs.
• Operating Systems & Scripting
• Extensive experience with Linux/Unix environments for shell scripting, log analysis, and system administration tasks.
• APIs & System Integration
• Practical experience with REST APIs and system integration concepts, common in modern order management systems.
• DevOps & Cloud Technologies
• Experience with DevOps tools such as Ansible and Jenkins, including the ability to support/handle CI/CD pipelines.
• Familiarity with cloud technologies (e.g., Kubernetes, containers) and monitoring tools (e.g., Grafana, Kibana) is a significant advantage.
• 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.

Mandatory Qualifications

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