Technical Engineer, Second Line Support, BSS Operations [FrontEnd & Related Applications] - BSS Ops Department (BSOPD) job opportunity at Rakuten International.

Home Jobs In Japan Tag: Second Line Support, BSS Operations [FrontEnd & Related Applications] - BSS Ops Department (BSOPD) Technical Engineer, Second Line Support, BSS Operations [FrontEnd & Related Applications] - BSS Ops Department (BSOPD) position at Rakuten International


DateMore Than 30 Days Ago bot
Rakuten International Technical Engineer, Second Line Support, BSS Operations [FrontEnd & Related Applications] - BSS Ops Department (BSOPD)
Experience: 7-years
Pattern: full-time
Country:
apply Apply Now
Salary:
Status:

Second Line Support, BSS Operations [FrontEnd & Related Applications] - BSS Ops Department (BSOPD)

Copy Link Report
degreeBachelor's (B.A.)
loacation Tokyo, Japan, Japan
loacation Tokyo, Japan....Japan

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. Department Overview The Business Support System Operations Department (BSOPD) is responsible for operating a high-quality Business Support System (BSS) that integrates with the broader Rakuten Ecosystem, directly contributing to maximize Rakuten Mobile’s business. These BSS platforms are critical for managing telecommunication business operations. Additionally, we provide excellent customer support and facilitate all BSS integrations. Position: 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 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. 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. Other Information: Additional information on Location Rakuten Crimson House (Head office) #engineer #developmentsupport #technologyplatformdiv Languages: English (Overall - 4 - Fluent), Japanese (Overall - 4 - Fluent)

Other Ai Matches

Product and Service Planner - Business Promotion Department, Group Sales Division Applicants are expected to have a solid experience in handling Group Sales Division related tasks
Senior Program Manager - Search Department (SED) Applicants are expected to have a solid experience in handling Job related tasks
HRIS Open position - HRIS Department, Group Human Resources Supervisory Department (GHRD) Applicants are expected to have a solid experience in handling Group Human Resources Supervisory Department (GHRD) related tasks
Project Manager - Travel Development Department (TDD) Applicants are expected to have a solid experience in handling Job related tasks
Consulting position, Rakuten Travel - Hotel Consulting Department, Travel & Mobility Business (Matsuyama) (C&M) Applicants are expected to have a solid experience in handling Rakuten Travel - Hotel Consulting Department, Travel & Mobility Business (Matsuyama) (C&M) related tasks
[Corporate] Platform Strategy Section_Customer Strategy Department, Production Management Manager Applicants are expected to have a solid experience in handling Production Management Manager related tasks
MVNO Business Sales Planning, Partner Sales 1 Section -Partner Sales Department (Group Sales Div) Applicants are expected to have a solid experience in handling Partner Sales 1 Section -Partner Sales Department (Group Sales Div) related tasks
Strategic Planning, Solution Service Development 2 Section -Enterprise Solution Business Department (Group Sales Div) Applicants are expected to have a solid experience in handling Solution Service Development 2 Section -Enterprise Solution Business Department (Group Sales Div) related tasks
Advertising strategy consultant - Data Planning Section, Ad Sales Department, Marketing Partner Business(A&M) Applicants are expected to have a solid experience in handling Ad Sales Department, Marketing Partner Business(A&M) related tasks
Sales, Solution Sales 1 Section - Enterprise Solution Business Department ( Group Sales Division ) Applicants are expected to have a solid experience in handling Solution Sales 1 Section - Enterprise Solution Business Department ( Group Sales Division ) related tasks
Commerce & Marketing Company strategic planning Open Position (C&M) Applicants are expected to have a solid experience in handling Job related tasks
Data Scientist, Digital Advertisement/Marketing - Global Ad Technology Supervisory Department (GATD) Applicants are expected to have a solid experience in handling Digital Advertisement/Marketing - Global Ad Technology Supervisory Department (GATD) related tasks
IT Financial Manager - System Division Supervisory Department, System Division, Rakuten Card Co., Ltd. Applicants are expected to have a solid experience in handling System Division, Rakuten Card Co., Ltd. related tasks
Front-End Engineer - Rakuten Bic Business Department, Rakuten Bic, Inc. (C&M) Applicants are expected to have a solid experience in handling Rakuten Bic, Inc. (C&M) related tasks
Strategic Business Development Staff and Leader Candidate - Business Planning Department, Incubation Business (INCB) Applicants are expected to have a solid experience in handling Incubation Business (INCB) related tasks
Marketing Researcher - Data Solutions Department, Marketing Solutions Business(A&M) Applicants are expected to have a solid experience in handling Marketing Solutions Business(A&M) related tasks
Data Platform Architect / Lead Data Engineer - Technology Services Section, Global IT Strategy Office (GITSO) Applicants are expected to have a solid experience in handling Global IT Strategy Office (GITSO) related tasks
Public Policy Staff - Parliamentary Affairs Section, Public Policy Supervisory Department (PPD) Applicants are expected to have a solid experience in handling Public Policy Supervisory Department (PPD) related tasks
Business Operation, Sales Planning Management Section -Sales Planning Promotion Department( Group Sales Division) Applicants are expected to have a solid experience in handling Sales Planning Management Section -Sales Planning Promotion Department( Group Sales Division) related tasks
PR Staff in Ad related business - Marketing Partner Business(A&M) Applicants are expected to have a solid experience in handling Job related tasks
Business strategist- Energy Division Applicants are expected to have a solid experience in handling Job related tasks
Advertising Planner - Media＆Trend Department, Marketing Solutions Business Applicants are expected to have a solid experience in handling Marketing Solutions Business related tasks
Geography Content Group Manager - Content Management Office, Travel & Mobility Business (C&M) Applicants are expected to have a solid experience in handling Travel & Mobility Business (C&M) related tasks