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

1030054　Technical Engineer, Second Line Support, BSS Operations [FrontEnd & Related Applications] - 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 and engineering solutions for critical front-end BSS applications (e.g., eCare, POS, Mobile App, CRM, Account Management, Order Capture).
- Diagnose, troubleshoot, and resolve complex issues affecting user interfaces (UI) and application performance, prioritizing incidents based on user impact and business criticality.
- Analyze application logs, user-reported issues, and system traces to identify root causes of front-end failures and degraded user experience.
- Implement immediate workarounds or data corrections within the front-end context to restore functionality and ensure a seamless user experience.
- Prepare detailed analyses and documentation for escalation to development teams, product owners, or relevant vendors when issues cannot be resolved directly.
- Lead investigations into end-to-end user journey issues within the specified BSS modules.
- Participate in an on-call rotation for critical production incidents, particularly those impacting customer-facing portals and agent tools.
- Proactively monitor applications to identify and address potential usability or performance issues before they impact end-users or business operations.
- Ensure the stability and responsiveness of user interfaces and their integration points.
- Produce post-mortem reports and Root Cause Analyses (RCAs) for significant user-impacting incidents.
- Analyze recurring front-end issues to identify systemic problems and contribute to long-term solutions and preventative measures, including UI/UX improvements or architectural feedback.
- Provide critical feedback on application performance, stability, and user experience directly to development and product teams.
- Collaborate effectively with various internal teams (e.g., product, UX/UI, development, IT) and external vendors to resolve operational challenges and continuously improve the user experience across BSS modules.
- Contribute to and maintain a comprehensive knowledge base with solutions, technical information, and operational procedures for L1 support teams.
- Support the mentoring and training of junior team members.
- Plan and participate in maintenance activities, including application upgrades, patch deployments, and the activation of new front-end features.
- Identify alerts/processes that can be automated and then work with Engineering team in automating them.

求める経験・スキル

Mandatory Qualifications:
1) Technical Expertise
- Domain Knowledge: Strong understanding of the telecom BSS front-end landscape, with specialized focus on eCare portals, CRM systems, Product catalog, Account Management , Portal Gateway and Order Capture workflows.
- Web Technologies: Proficient in front-end web technologies (e.g., HTML, CSS, JavaScript frameworks like React, Angular, Vue.js) for diagnosing and understanding application behavior.
- APIs: Experience with RESTful APIs for understanding how front-end applications interact with back-end services.
- Debugging the production issues using Java/Spring boot.
- Ticketing Tool experience like Service Desk, Service Now.
- Database Interaction (Basic): Ability to perform basic SQL queries for data validation and understanding data presented in the front-end.
- Operating Systems (Basic): Familiarity with Linux/Unix for basic log analysis and shell scripting related to application environments.
- BSS Platforms: Knowledge of common BSS front-end solutions and their integration patterns (e.g., Amdocs, Netcracker, Ericsson, or custom-built portals).
- Monitoring Tools: Experience with front-end performance monitoring tools (e.g., Dynatrace, New Relic, Splunk, Kibana, Grafana) to analyze user experience metrics.

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, 4-7 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.
- Ability to work independently and as part of a team.
- Commitment to continuous learning and professional development.