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

1030051　Technical Engineer, Second Line Support, BSS Operations [Order Management & Provisioning] - BSS Ops Department (BSOPD)

仕事内容

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.

求める経験・スキル

Required Skills & Qualifications
- Technical Expertise
1) 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.
2) 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.
3) Operating Systems & Scripting
- Extensive experience with Linux/Unix environments for shell scripting, log analysis, and system administration tasks.
4) APIs & System Integration
- Practical experience with REST APIs and system integration concepts, common in modern order management systems.
5) 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
1) Problem-Solving
- Exceptional analytical and troubleshooting capabilities to resolve complex, time-sensitive issues efficiently.
2) Communication
- Excellent verbal and written communication skills, able to articulate technical concepts clearly to diverse audiences.
3) Adaptability
- Ability to quickly learn and adjust to new technologies, processes, and a dynamic work environment.
4) 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.