Technical Engineer, BSS Operations (Change & Release) - BSS Ops Department (BSOPD)

Job Description: Business Overview Rakuten is one of the leading e-commerce companies in the world. Our mission is to empower people and society through the internet while aiming at becoming “the” Global Innovation Company. Department Overview The Technology Platforms Division (TPD) is responsible for building and operating the infrastructure and ecosystem platforms which power the Rakuten Group. Our department, BSS Operations Department (BSOPD) provides operational service for BSS applications both B2B & B2C and also responsible for maintenance of IT infra (on-premise and cloud environment) for BSS platform. Why We Hire We are looking for Entrepreneurial, Innovative, Growth-Oriented, and Customer-obsessed individuals to join our growing team to build the Telco of the Future. We are a truly global organization, with team members from Japan, India, North America, South America, Europe, China, Korea, Australia, Africa, and more, shifting to a fast-paced, agile way of working. Position: Position Details As a BSS Technical Support Engineer (L2 - Change & Release) , your responsibilities will be as follows: - Responsible for the Release Management lifecycle that involves the stages such as scheduling the release, coordinating between teams, and 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 the third-party applications, defect backlogs, planned releases, and infrastructure updates. - Identify the risks that can delay the release and manage them, such that the scope scheduled, and quality of the release is not affected. - Develops implementation plans for complex requests for change, in terms of the overall assessment, approval and schedule for implementation. - Provide documentation including management information and statistics on the progress of changes for stakeholders, including performance against service level agreements. - Ensure that changes are properly impact-assessed and authorized. Chair review meetings to asses the impact of availability, performance, security and compliance of the business services. - Review the effectiveness of change implementation, suggests improvement to organizational procedures governing change control. Participates in audits of the change control process and takes 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, application management tools. - Conduct post-release reviews to inform improvement to processes and procedures and keeps stakeholders informed. Mandatory Qualifications: - Bachelor's degree in Information Technology or related field. - 5+ years of experience in an L2 or equivalent technical support role, ideally within the telecommunications sector. - Knowledge & experience in telecom & BSS [Telecom industry experience]. Good Understanding of CRM, Billing, Collections, Order management, Product catalogue, Mediation, Asset Management etc. - ITIL Foundation Certification, ITIL Release, Control and Validation certification or a good appreciation or equivalent market experience. - Excellent written and oral communication skills – able to communicate technical information to the understanding of a layperson. - Excellent interpersonal skills – able to influence and persuade, is comfortable championing processes across multiple user groups, 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 of working and delivering in a high-pressure environment with multiple priorities. Able to negotiate in difficult situations to reach a successful conclusion. - 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. - Good Trouble shooting skills in issues and Strong knowledge of IT support processes and best practices & Experience managing Information System/Network/Server. - Capable of motivating and encourage the team to discover solutions to difficulties and assist the team in collaborating and making choices. - Ability to organize and execute multiple tasks with varying priorities Desired Qualifications: - Proactive approach to problem-solving. - Experience in working with DevOps and Agile methodologies. - Strong organizational skills & Experience with budget management. - Knowledge of industry standards and compliance requirements. - Commitment to continuous learning and professional development. - A strong commitment to delivering exceptional service including providing after hours support as required. Other Information: Additional information on Location Tokyo Office #engineer #infrastructureengineer #technologyplatformdiv Languages: English (Overall - 4 - Fluent) In Japanese, Rakuten stands for ‘optimism.’ It means we believe in the future. It’s an understanding that, with the right mind-set, we can make the future better by what we do today. So we challenge ourselves to evolve, innovate and experiment, to create a better, brighter future for everyone. Today, our 70+ businesses span e-commerce, digital content, communications and fintech, bringing the joy of discovery to almost 1.3 billion members across the world. If you have any trouble logging in, please contact us here Rakuten Group, Inc.: rakuten-recruiting-info@mail.rakuten.com Please read the Application Requirements(EN) / 募集要項(JP) before applying. Our Diversity & Inclusion Policy and Application Documents Rakuten’s corporate mission is to “contribute to society by creating value through innovation and entrepreneurship.” We foster a culture that provides equal opportunities to those who share this founding philosophy and take on the challenge to transform society, regardless of age, gender, nationality, or any other status. Diversity is one of Rakuten's core strategies and a driving force for innovation. Because of this, you are not required to submit any of the following information in order to apply for our job positions. - Gender - Age - Photo - Nationality - Information not related to business, such as ideological beliefs, family structure, etc. * For legal compliance, we may ask you about your work eligibility. See the details