Job Description
Business Overview
The Technology Platforms Division (TPD) drives the growth of the Rakuten Ecosystem by delivering innovative, high-quality technology platforms characterized by integrated control and strategic partnerships.

Within TPD, the Telecom Business Application Supervisory Department (TBASD) develops and maintains a unified, high-quality Business Support System (BSS) for Rakuten Mobile. We deliver agile, scalable solutions across the customer lifecycle and continuously enhance system performance through close collaboration with stakeholders.

Department Overview
The Business Support System Operations Department (BSOPD) is responsible for operating a high-quality Business Support System (BSS) that integrates with the broader Rakuten Ecosystem, directly contributing to maximize Rakuten Mobile's business. These BSS platforms are critical for managing telecommunication business operations. Additionally, we provide excellent customer support and facilitate all BSS integrations.

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
Key Responsibilities

• Responsible for the Release Management lifecycle that involves the stages such as scheduling the release, coordinating between teams, and deployment of release as per the schedule.
• Ensure that changes to IT systems and infrastructure are made in a controlled and authorized manner and that they align with business objectives.
• Coordinate the release schedule and resources required depending upon the third-party applications, defect backlogs, planned releases, and infrastructure updates.
• Identify the risks that can delay the release and manage them, such that the scope scheduled, and quality of the release is not affected.
• Develops implementation plans for complex requests for change, in terms of the overall assessment, approval and schedule for implementation.
• Provide documentation including management information and statistics on the progress of changes for stakeholders, including performance against service level agreements.
• Ensure that changes are properly impact-assessed and authorized. Chair review meetings to asses the impact of availability, performance, security and compliance of the business services.
• Review the effectiveness of change implementation, suggests improvement to organizational procedures governing change control. Participates in audits of the change control process and takes responsibility for resulting actions based on findings and recommendations.
• Ensure that release process elements are in full compliance with security policy and relevant national or international standards.
• Identify, evaluate and manage the adoption of appropriate release and deployment techniques, processes and tools, including automation tools, application management tools.
• Conduct post-release reviews to inform improvement to processes and procedures and keeps stakeholders informed.

Mandatory Qualifications

• Bachelor's degree in Information Technology or related field.
• 5+ years of experience in an L2 or equivalent technical support role, ideally within the telecommunications sector.
• Knowledge & experience in telecom & BSS (Telecom industry experience).
• Good Understanding of CRM, Billing, Collections, Order management, Product catalogue, Mediation, Asset Management etc.
• ITIL Foundation Certification, ITIL Release, Control and Validation certification or a good appreciation or equivalent market experience.
• Excellent written and oral communication skills - able to communicate technical information to the understanding of a layperson.
• Excellent interpersonal skills - able to influence and persuade, is comfortable championing processes across multiple user groups, adjusts style to needs of audience.
• Sound relationship management skills - able to build and maintain effective working relationships.
• Strong organizational skills - able to prioritize and effectively manage competing demands without any loss of quality or service.
• Solid understanding of change process, including an understanding of issues and challenges.
• In depth working knowledge of service management processes (Incident, Problem and Change Management).
• Experience of working and delivering in a high-pressure environment with multiple priorities. Able to negotiate in difficult situations to reach a successful conclusion.
• IT Service experience with knowledge or understanding of IT platforms, operating systems, infrastructure and technology environments.
• Understanding of Cloud concepts (VM/PODS/Containers) and Kubernetes.
• Good Trouble shooting skills in issues and Strong knowledge of IT support processes and best practices & Experience managing Information System/Network/Server.
• Capable of motivating and encourage the team to discover solutions to difficulties and assist the team in collaborating and making choices.
• Ability to organize and execute multiple tasks with varying priorities.

Desired Qualifications

• Proactive approach to problem-solving.
• Experience in working with DevOps and Agile methodologies.
• Strong organizational skills & Experience with budget management.
• Knowledge of industry standards and compliance requirements.
• Commitment to continuous learning and professional development.
• A strong commitment to delivering exceptional service including providing after hours support as required.

Other Information
Additional information on Location
Rakuten Crimson House (Head office)

engineer #developmentsupport #technologyplatformdiv

Languages
English (Overall - 4 - Fluent)