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

1030127　Functional Lead, BSS Operations [Order Management & Provisioning] - BSS Ops Department (BSOPD)

仕事内容

Position Details
- Lead and personally drive resolution of the most complex and critical production incidents (multi-system failures, significant business impact) impacting order processing and customer onboarding.
- Own the end-to-end incident management process for order-to-activate, including defining escalation paths, communication, and post-incident review frameworks.
- Strategically prioritize incidents based on business impact, customer experience, and revenue, guiding the team's focus.
- Champion and oversee problem management, identifying systemic issues, driving RCAs, and ensuring long-term solutions are implemented.
- Conduct and mentor the team through in-depth Root Cause Analysis (RCA) for persistent and complex order failures (expert-level analysis of logs, databases, APIs, code, microservices).
- Identify and articulate underlying architectural, design, or integration flaws, translating technical findings into actionable recommendations.
- Design, develop, and oversee implementation of sophisticated temporary workarounds and data fixes for failed orders, ensuring data integrity and accurate billing.
- Lead the architecture and implementation of robust, scalable monitoring solutions (e.g., APM, Infra, synthetic transactions) to proactively detect and prevent system problems.
- Drive and personally contribute to automation initiatives for critical operational tasks, data repair, and diagnostic procedures.
- Provide expert technical mentorship, coaching, and guidance to L1 & L2 support engineers.
- Manage incident backlogs, define and track key operational metrics (KPIs), and implement solutions to enhance team efficiency.
- Conduct regular one-on-ones, performance reviews, and support career development for team members.
- Act as the primary technical Subject Matter Expert (SME) and liaison for order-to-activate, collaborating extensively with Product, Engineering, IT, and Network teams.
- Provide critical technical feedback and strategic recommendations to Product and Engineering, directly influencing future design, architecture, and feature enhancements.
- Lead technical discussions and represent the support organization in architectural reviews and strategic planning meetings.
- Define, establish, and maintain the highest standards for knowledge management within the order-to-activate domain (documentation, runbooks, advanced troubleshooting guides).
- Author and critically review post-mortem reports and RCAs for significant, high-impact incidents, ensuring technical rigor and driving continuous improvement.
- Participate in a leadership-level 24/7 on-call rotation for critical incidents, directing resolution efforts and personally engaging with the most challenging technical issues.
- Demonstrate a hands-on approach, actively working on complex technical issues rather than solely delegating.

求める経験・スキル

Mandatory Qualifications:
1) Experience & Education
- 8-10 years of progressive experience in a senior technical role (e.g., Senior Software Engineer, Technical Lead,  L3 Support Engineer), specifically within the telecommunications sector.
- 5+ years of hands-on Java development experience building enterprise-grade applications, particularly within microservices or distributed systems architectures.
- 5+ years of extensive practical experience with Telecom BSS platforms and processes, with a strong focus on Order Management (solution design, integration, operational support).
- Experience with Couchbase & SQL databases , including designing/implementing NoSQL data models, optimizing N1QL queries and cluster performance, troubleshooting production issues, and leveraging various Couchbase services.
- Demonstrable experience with DevOps practices and tooling (e.g., Ansible, Jenkins for CI/CD, Docker, Kubernetes), including automation of deployment, monitoring, and operational tasks.
- Prior experience in a leadership or mentorship capacity, guiding junior engineers or technical teams in complex problem-solving and best practices.
- Documented experience in conducting and leading Root Cause Analysis (RCA) for complex production incidents, identifying systemic issues, and driving preventative measures.
- Experience collaborating with cross-functional teams (Product, Engineering, Operations, Network) to deliver robust solutions and resolve critical issues.
- Bachelor's degree in Computer Science, Information Technology, or a related technical field.
- Proven experience with ITSM methodologies and ticketing tools such as ServiceNow or Jira.

2) Professional Competencies
- Problem-Solving: Exceptional analytical and troubleshooting capabilities to resolve complex, time-sensitive issues efficiently.
- Communication: Excellent verbal and written communication skills, able to articulate technical concepts clearly to diverse audiences.
- Adaptability: Ability to quickly learn and adjust to new technologies, processes, and a dynamic work environment.
- Customer Focus: A strong commitment to customer satisfaction and a sense of ownership over production incidents.

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.