Incident Manager

Why should you choose us? Are you interested in working for a Global Leader in E-commerce & Technology? Are you excited about working on highly scalable platforms and applications that are accessed by millions of users every day? If so, read on to find out more about the opportunity. Rakuten Symphony is a Rakuten Group company, providing global B2B services for the mobile telco industry and enabling next-generation, cloud-based, international mobile services. Building on the technology Rakuten used to launch Japan’s newest mobile network, we are taking our mobile offering global. To support our ambitions to provide an innovative cloud native platform for our customers , Rakuten Symphony is looking to recruit and develop top talent from around the globe. We are looking for individuals to join our team across all functional areas of our business – from sales to engineering, support functions to product development. Let’s build the future of mobile telecommunications together! About Rakuten Group, Inc. (TSE: 4755) is a global leader in internet services that empower individuals, communities, businesses and society. Founded in Tokyo in 1997 as an online marketplace, Rakuten has expanded to offer services in e-commerce, fintech, digital content and communications to approximately 1.5 billion members around the world. The Rakuten Group has over 27,000 employees, and operations in 30 countries and regions. For more information visit Job Description:

• Managing major incidents - Responsible for handling P1, P2, P3 and P4 Critical Incidents till closure and follow the Incident management process.
• Responsible for overall coordination of the incident management process, in particular whenever there are major incidents, Potential Service impacting Incidents and Non service impacting Incidents.
• Coordinating interfaces between incident management and other service management processes.
• Driving the efficiency and effectiveness of the incident management process.
• Monitoring the effectiveness of incident management and making recommendations for improvement.
• Developing and maintaining the incident management process and procedures.
• Drive and Follow IRC/ PIR calls and follow (Internal Review Committee) process.
• Responsible to prepare the IRC/ PIR Slide deck.
• Update IRC /RCA Follow up actions and follow up till closure.
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
• Excellent communication skills and flexible to perform assigned tasks.
• Responsible for Effective Communication to the stakeholders.
• Prepare and Publish Major incident review and coordinate effectively for RCA resolution with Problem management.
• Work in conjunction with respective parties/vendors to drive the improvements and performance.

• Qualifications: Degree in Electronics Engineering/Telecommunication Engineering/Computer Science / Computer Engineering or equivalent.
• Industry experience: Telecom.
• Years of experience: 6-12 Years.
• Certifications: ITIL (preferably).
• Technical and/or functional skills: Good Telecom Network knowledge, Customer Handling Skills, Negotiation.
• Language skills: Proficiency in written / spoken English.