Maintenance, Bug Response, and Ticket Management Staff , System Quality Management Team - Corporate Business Operation Department , Business Strategy Supervisory Department (GSD)

Job Description:

• Business Overview
• Rakuten Mobile, which surpassed 11 million subscriptions in September 2026, is now accelerating its challenge in the new arena of the enterprise market. This business is positioned as a key pillar that will drive the future of the Rakuten Group, and the company is making large-scale investments accordingly.

• Department Overview
• The Corporate Business Operation Department is an organization that supports the stability and growth of the business by ensuring system quality from multiple perspectives-ranging from requirement definition and progress management to logistics and maintenance/operational support. We are deeply involved in the entire service lifecycle, from system development to post-release operations, providing robust support to our enterprise sales teams through both technical and operational expertise.

The Quality Management Group is a team of experts that supports the growth of Rakuten Mobile's enterprise business by integrating the efforts of the UAT/FUT Management Team, which oversees pre-release quality assurance, and the System Quality Management Team, which ensures stable operation post-release. Acting as a bridge between the business and engineering sides, we enhance the quality and reliability of our enterprise services.

The System Quality Management team stands at the forefront of supporting the stable operation of our enterprise business. In the event of an incident, we take the lead in resolving the situation by ensuring swift information gathering and transparent communication. Acting as a bridge between business and engineering stakeholders, we utilize ticket management tools daily-regardless of the scale of the issue-to drive early resolution and the formulation of permanent countermeasures.

We are also committed to automating monitoring and operations, as well as proactive maintenance, to build mechanisms that "resolve issues quickly and prevent recurrence." This is an environment where the pursuit of system quality and the challenge of adopting new technologies directly strengthen our business foundation, and where the magnitude of your responsibility translates directly into professional fulfillment and growth.

Beyond gaining expertise in maintenance, monitoring, and operational automation, you will develop the ability to bridge the gap between business and engineering to solve complex challenges. Experience in ensuring the stable operation of large-scale telecommunications services is highly valued in the market and can be leveraged across a wide range of fields, including SRE, operational improvement, and project management.

Position:

• Why We Hire
• Currently, with the rapid expansion of our enterprise business, the services we provide are becoming more feature-rich and our system architecture more complex. To continue delivering stable value to our customers, further strengthening our quality management system is essential.
• We are looking for members to join us in supporting the stable operation of the enterprise business post-release, driving initiatives from maintenance and incident response to recurrence prevention and operational automation.

• Position Details
• ・Lead the resolution of incidents (bugs) by promptly grasping the situation, sharing information, and formulating permanent countermeasures.
• ・Develop system monitoring strategies and drive the automation and efficiency of operations.
• ・Act as a bridge between business and engineering teams, utilizing ticket management tools to facilitate problem resolution and coordination.
• ・Plan and execute proactive maintenance to eliminate technical bottlenecks and ensure stable operations.

• Work Environment
• The department consists of approximately 35 members, with the Quality Management Group comprising about 10 people.
• Our team is diverse, with members joining from various industries-including telecommunications, manufacturing, trading companies, and startups-centered around new graduates and mid-career hires. We maintain a flat environment where members with diverse backgrounds can share opinions regardless of their tenure, and we actively embrace new methods and technologies.

• Mandatory Qualifications:
• ・Practical experience in the development, operation, maintenance, or testing of IT systems (no specific number of years required).
• Experience in any of the following: system development, operations, maintenance, testing, or troubleshooting/inquiry support.
• ・Strong communication skills for team collaboration.
• Experience working in cooperation with stakeholders from different backgrounds, such as business and engineering teams.
• ・Proactive learning attitude and sense of responsibility.
• A positive mindset toward taking on new technologies and business domains.

・Business-level Japanese

・Business-level English

• Desired Qualifications:
• ・Knowledge of incident management and monitoring: Practical experience using incident management tools and monitoring tools.
• ・Knowledge of databases: Experience in data extraction, analysis, or troubleshooting using SQL or Python.
• ・Experience as a bridge: Experience acting as a liaison between business and engineering sides, leading requirement coordination and smooth communication.
• ・Incident Engineering: Interest in or experience with defining incident response flows and improving system reliability through SRE-based approaches.
• ・Others: Experience in operational automation (e.g., scripting), or experience in project progress management and member support.

Other Information:

• Additional information on Location
• Tokyo (Futako Tamagawa Rise Office)

#business #OperationalImprovement #groupsalesdiv #RakutenMobile

Languages:

English (Overall - 2 - Intermediate)、 Japanese (Overall - 4 - Fluent)