Lead Operation Producer - Service Operation Department, Product Development Division, Rakuten Payment, Inc.
Job Description
Description
:You will be responsible for the quick resolution of incidents occurring in systems and services, as well as efficiently handling system-related inquiries from stakeholders as a team.
The ideal candidate is expected to lead team members in the swift resolution of system incidents and handling of system-related inquiries, collaborate with external stakeholders, and continuously improve these processes.
Job Details:
- Play as the point of contact role for system-related inquiries, responding quickly and accurately to improve customer satisfaction.
- Engage in continuous work process improvement activities to maintain the service level of the system.
- Lead the incident management process, involving necessary members such as engineers, to progress in handling issues.
- Manage, record, track, and report the progress of incident and inquiry responses.
What you can experience:
- Operation experience in operating large-scale, high-traffic systems especially in trouble shooting
- Influence the cashless society in Japan through the operation of systems that are becoming part of the social infrastructure.
- Improve your English/Japanese communication skills through working in a multinational team.
Stakeholders:
- Backend and mobile development teams
- Development and operations members at overseas locations (India)
- Maintenance and operations staff of other services
- Internal department (Customer support, Planning department, Operations department, Sales department)
- External stakeholders
Usage scenarios for English:
- Communication with international team members
- Reading and writing technical documents
Work Environment
- Team Size: Approximately 50 members in total
- Average Age: Mid-30s
- Employment Type Ratio: Full-time employees to contractors/temporary staff = 1:2
- Mid-career Hires: Over 90% of the team members joined mid-career
- Diversity: Members from 6 different nationalities
- Global Collaboration: Collaborate closely with a team of several members based in India
Mandatory Qualifications:
- Experience in the maintenance and operation of smartphone applications or web applications.
- Excellent negotiation and communication skills with both internal and external stakeholders
- Facilitation skills in meetings in order to resolve technical issues.
- Experience in team leadership or a similar role (including sub-leader roles) with a team of 5 or more members.
- Native-level proficiency in Japanese.
- Business-level proficiency in English.
Desired Qualifications:
- Experience in the maintenance and operation of mission-critical services.
- Experience in the upstream processes of smartphone or web application development (requirements definition and design).
- Knowledge of ITIL, particularly in the area of service operations.
-_Experience in work process analysis and work process design in development projects (especially existing service’s improvement development).
- Experience in the development/Operation of payment or financial-related services.
- Ability to independently gather and catch up on information from internal and external documents and team members.
- Experience using Atlassian collaboration tools (e.g., JIRA, Confluence).
Others Information:
Additional information on Location
NBF Shinagawa Tower
Additional information on Secondment
You will be transferred from Rakuten Group, Inc. to Rakuten Payment, Inc.
Additional information on Transfer
- Availability outside of standard working hours, including nights and weekends, to manage major incidents
- Occasional travel may be required for team meetings, training sessions, or industry conferences related to payment technologies.
※For more information, please refer to the links below:
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Languages:
English (Overall - 3 - Advanced), Japanese (Overall - 4 - Fluent)