楽天グループ株式会社：1028193 Service/Change Manager – BSS Ops Department (BSOPD)

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

1028193 Service/Change Manager - BSS Ops Department (BSOPD)

仕事内容

Job Description:
Business Overview
The Technology Platforms Division (TPD) is responsible for building and operating the infrastructure and ecosystem platforms which power the Rakuten Group. Our mission is to provide our Rakuten Cloud and Ecosystem Platforms which will deliver Core Value to accelerate the growth of Rakuten Group services.

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-premises and cloud environment) for BSS platform.
We are looking for entrepreneurial, innovative, growth-oriented, and customer-centric individuals to join our growing team in building the "telco of the future".

Position:
Position Details
As a BSS change manager, your responsibilities will be as follows:

- Handle the entire release management lifecycle, which involves stages such as, scheduling the release; coordinating between teams; 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 third-party applications, defect backlogs, planned releases, and infrastructure updates.
- Identify risks that have the potential to cause release delays and manage them with project scope so that the quality of the release is not affected.
- Develop implementation plans for complex requests for change, in terms of overall assessment, approval, and schedule for implementation.
- Provide documentation (management information and statistics on the progress of changes for stakeholders, performance against service-level agreements, etc).
- Ensure that changes are properly impact-assessed and authorized; chair review meetings to assess the impact of availability, performance, security and compliance of the business services.
- Review the effectiveness of change implementation, suggesting improvement to organizational procedures governing change control.
- Participate in audits of the change control process and take 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 and application management tools).
- Conduct post-release reviews to inform improvement to processes and procedures and keep stakeholders informed.

求める経験・スキル

Mandatory Qualifications:
- A bachelor's degree in Information Technology or related field.
- Experience in IT support, with experience in a managerial role (6~12 years of total experience).
- Knowledge and experience in BSS.
- A good understanding of BSS systems/processes: CRM, billing, collections, order management, product catalogue, mediation, asset management, etc.
- Solid troubleshooting skills in relation to solving BSS issues and strong knowledge of IT support processes and best practices.
- Excellent written and oral communication skills – able to communicate technical information in layman’s terms.
- Excellent interpersonal skills – able to influence and persuade, is comfortable championing processes across multiple user groups, and 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 working and delivering in a high-pressure environment with multiple priorities.
- 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.
- Solid troubleshooting skills in relation to solving BSS issues and strong knowledge of IT support processes and best practices.
- Experience managing information systems/networks/servers.
- Working experience in Japan or with stakeholders in Japan.

Desired Qualifications:
- Experience working with DevOps and Agile methodologies.
- Strong organizational skills and experience with budget management.
- Knowledge of industry standards and compliance requirements.
- A strong commitment to delivering exceptional service, including providing after-hours support as required.
- Japanese language skills are not necessary to apply but are highly preferred.