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

1034283　Lead Technical Support Engineer, O2A (Order-to-Activate) - 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:
Why We Hire
We are seeking a highly technical, hands-on leader to own the stability and operational excellence of our O2A (Order-to-Activate) ecosystem. You will serve as the technical authority for high-impact production incidents while proactively driving systemic improvements. You will bridge the gap between reactive support and proactive engineering, leading initiatives that reduce technical debt, enhance observability, and optimize team performance.

Position Details
Responsibilities
1) Incident & Problem Management
- Lead Critical Incident Resolution: Personally drive the resolution of high-severity, multi-system failures. Manage the end-to-end incident lifecycle, from initial triage and communication to post-incident review.
- Deep-Dive Analysis: Conduct expert-level Root Cause Analysis (RCA) on persistent order failures, leveraging deep knowledge of logs, databases, APIs, and microservices to identify systemic architectural or integration flaws.
- Strategic Problem Management: Champion problem management by translating technical findings into actionable recommendations for Engineering and Product teams.

2) Proactive Operational Improvement & Innovation
- Lead Continuous Improvement: Proactively identify operational bottlenecks and lead initiatives to optimize processes, reduce manual toil, and increase system reliability.
- Architectural Influence: Provide strategic recommendations to Product and Engineering to influence future design, architecture, and feature enhancements.
- Operational Excellence: Lead the design and implementation of scalable monitoring solutions (APM, synthetic transactions) to shift from reactive troubleshooting to proactive detection.
- Automation: Drive the development and implementation of automation tools for data repair, diagnostics, and routine operational tasks.

3) Leadership & Mentorship
- Technical Mentorship: Provide expert guidance to L1/L2 support engineers, fostering a culture of technical rigor and career growth.
- Team Management: Oversee incident backlogs, define key operational KPIs, conduct performance reviews, and ensure high standards in knowledge management (runbooks, documentation).
- Cross-Functional Liaison: Act as the primary technical SME, representing the support organization in architectural reviews and collaborating with Product, IT, and Network teams.

求める経験・スキル

Mandatory Qualifications:
- Bachelor's degree in CS/IT or related field.
- More than 5 years of hands-on Java development (microservices/distributed systems).
- More than 5 years in Order Management/Billing platforms with solution design experience.
- Proficiency in Couchbase (N1QL, data modeling) and SQL.
- DevOps tools experience (Ansible, Jenkins, Docker, Kubernetes).
- Problem-solving - proven track record in complex RCAs.
- Communication - ability to articulate technical issues to stakeholders and teams.
- Operations continuous improvement.



Desired Qualifications:

- Telecom BSS platforms experience/knowledge.
- Project management - defining and leading projects.
- Experience with Japanese customers.
- ITSM methodologies (ServiceNow/Jira).
- Adaptability - ability to learn new technologies quickly.
- Customer focus - commitment to customer satisfaction and production incident ownership.