会社名

楽天グループ株式会社

会社概要

未来を信じ、より良い明日を創っていく。
イノベーションを通じて、人々と社会をエンパワーメントする。私たちは、そんな想いを大切に世界の人々に喜びと楽しさを届けます。
楽天は、E コマース、FinTech、デジタルコンテンツ、通信など、70 を超えるサービスを展開し、世界10 億以上のユーザーに利用されています。
これら様々なサービスを、楽天会員を中心としたメンバーシップを軸に有機的に結び付け、他にはない独自の「楽天エコシステム」を形成しています。ダイバーシティ推進は、楽天にとって最優先の企業戦略のひとつです。従業員の出身は70カ国・地域以上。世界中からユニークで多様な文化的背景や視点を持つ優秀な人材が集まり、イノベーションの原動力になっています。社内カフェテリアにはベジタリアン、ハラル対応のメニューを用意。礼拝所（Prayer room）もあります。
また、仕事と育児の両立支援や、障がい者雇用・活躍促進も積極的に推進。社内のLGBT（※1）当事者やアライ（※2）に対して、情報共有やサポート体制の強化も進めています。誰もが自分らしく力を最大限発揮して働ける。それが楽天のダイバーシティです。

70を超えるサービスを提供し、世界30カ国にサービス展開拠点を持ち、従業員の出身国・地域数は100を超え、オープンポジション制度を活用して多様なキャリアを描くことができる点も魅力です。
フレックスタイム制度、事情に応じたリモートワークの活用が可能です。本社には託児所やフィットネスジム、三食無料で利用可能なカフェテリアが併設されるなど、社員を支える環境が整備されています。

ポジション

1030124　Technical Engineer, Second Line Support, BSS Operations [Billing & Mediation] - BSS Ops Department (BSOPD)

仕事内容

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.

Position Details
- Provide expert day-to-day technical support for critical BSS billing applications (Rating, Mediation, Payment, Collection).
- Diagnose, troubleshoot, and resolve complex issues impacting billing accuracy, revenue assurance, and financial processes, prioritizing incidents by impact.
- Conduct thorough root cause analysis (RCA) of billing discrepancies, rating errors, mediation failures, and payment/collection issues using system logs, billing records, and mediation data.
- Implement immediate workarounds and data corrections to maintain revenue accuracy and financial integrity within the billing system.
- Lead incident response for critical issues, particularly those affecting billing cycles or financial operations.
- Manage and execute all billing procedures, ensuring accuracy and compliance with established standards.
- Investigate and resolve billing inquiries, disputes, and connection issues from internal teams, carriers, and customers.
- Oversee and manage the Data-refinery, Nat-refinery, and Network Repository for the B2C BSS system.
- Collaborate with vendor teams for system development, deployment, and operational support.
- Reconcile usage and charges from vendors against customer invoices, investigating and resolving any discrepancies.
- Develop and implement processes to automate dunning functions and manage collections based on defined thresholds.
- Proactively monitor Rating, Mediation, Payment, and Collection applications to identify and mitigate potential issues before they impact customers or revenue.
- Lead investigations into end-to-end billing cycle issues, from raw usage data processing to invoice generation and payment.
- Plan and execute system maintenance activities, including application upgrades, patches, and new feature activations.
- Analyze recurring billing issues to identify systemic problems and propose long-term solutions, preventative measures, and process enhancements.
- Collaborate cross-functionally with finance, product, development, IT teams, and external vendors to resolve operational challenges and continuously improve the billing ecosystem.
- Contribute to and maintain a comprehensive knowledge base with technical solutions and operational procedures for support teams and other stakeholders.
- Provide direct feedback to development and product teams on application performance, stability, and data accuracy.

求める経験・スキル

Mandatory Qualifications:
1) Technical Expertise
- 5-10 years of professional experience in a technical role within a telecommunications BSS environment.
- Proven track record of troubleshooting and resolving complex production issues.
- Strong understanding of the telecom BSS billing ecosystem, with specialized focus on rating engines, mediation platforms, payment gateways, and collection management systems.
- Good understanding of Mediation Logic, CDR (Call Detail Record) flows, and CDR Validation.
- Hands-on experience with Mediation systems (e.g., Nokia Mediation or similar platforms).
- Knowledge of Configuration/Addition of new streams/Workflows in mediation is essential.
- Familiarity with leading BSS platforms such as Amdocs, Netcracker, Ericsson, Huawei, or similar proprietary systems.
- Advanced SQL skills for complex data analysis, integrity checks, data corrections, and troubleshooting within large billing databases.
- Proficient in creating and utilizing SQL queries for various operational needs related to billing and mediation data.
- Practical experience with APIs and data integration methods (e.g., ETL processes) for understanding how billing modules interact with upstream and downstream systems.
- Extensive experience with Linux/Unix environments for shell scripting, log analysis, and system administration related to billing application components.
- Understanding of Cloud concepts (VM/PODS/Containers) and Kubernetes.
- Experience with system and application performance monitoring tools (e.g., Splunk, Grafana, Prometheus, ELK stack) for analyzing billing process health and identifying anomalies.
- Familiarity with DevOps tools such as Ansible and Jenkins, including the ability to support/handle CI/CD pipelines (advantageous).
2) Professional Competencies
- Problem-Solving: Exceptional analytical and troubleshooting capabilities to resolve complex, time-sensitive issues efficiently.
- Communication: Excellent verbal and written communication skills to articulate technical issues to both technical teams and non-technical stakeholders (e.g., business users, L1 support).
- Adaptability: The ability to quickly learn and adapt to new front-end technologies, frameworks, and evolving business processes within a dynamic environment.
- Customer Focus: A strong commitment to ensuring a positive and efficient user experience for both customers and internal agents.
3) Experience & Education
- 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 & Experience with budget management.
- Knowledge of industry standards and compliance requirements.