Job description

Job Description:

About Organization:

Department Overview

Rakuten Symphony CPaaS platform provides communication API’s to global and domestic enterprises in Japan over various channels such as SMS, Voice, Email & RCS.
We design and develop CPaaS services for enterprises. The CPaaS team is a dynamic and innovative team dedicated into providing high quality communication services to Enterprises. We are looking for a talented Operations Team Leader to manage our growing operations team that operate our platform and support our growing number of customers.

Why We Hire

The L2 Operations Team Leader will join an experienced team of experts that provides high level of technical support to CPaaS growing list of customers. The team leader will manage the team and be part of the team in executing day to day tasks. Hands on skills are required.

Position Details

Manage and lead a team consisting of 3 L2 Operations Engineers and
5 Service Desk Engineers to ensure smooth support operations.
• Handle day-to-day operations and provide L2 support for an CPaaS
SaaS platform hosted on AWS.
• Provide high quality customer support, communicate professionally with customers over multiple line of communications like: calls, emails and chats. Ensure customer satisfaction.
• Troubleshoot and resolve technical issues quickly and efficiently.
• Monitor platform health and performance using Prometheus,
Grafana, and ELK stack for data visualization and alerts.
• Ensure daily health checks of the production platform using both au-
tomatoing tools and manual verifications.
• Prepare weekly incident and customer ticket status reports and sum-
marries.
• Perform root cause analysis (RCA) for production incidents and follow
up on RCA action items until closure.
• Generate weekly and monthly usage reports as required by sales,
business operations, and management teams.
• Coordinate with various internal teams and external partners for
seamless operations.
• Maintain and update technical SOPs (Standard Operating Procedures)
to reflect current best practices and system changes.
• Align and allocate resources during production deployments to per-
form sanity checks and monitor the health of the platform.
• Implement ITIL-based incident and problem management practices.
• Identify and drive improvements in operational processes and work-
flows.
• Participate in an on-call rotation to provide support during off-busi-
ness hours and weekends.
• Continuously learn about new platforms, services, and technologies to
enhance skillset.

Minimum Qualifications:

5 and above years of experience in IT operations or support, ideally with
enterprise SaaS platforms hosted on AWS.
• Conversational Japanese language proficiency required.
• Experience in technical customer support, solving customer issues and ensuring customer satisfaction
• Advanced knowledge of Linux shell scripting and command-line tools.
• Understanding of TCP/IP, DNS, load balancers,
• Familiarity with network debugging tools (e.g., trac route, netstat, tcpdump).
• Proficiency in Shell, Python,
• Good working experience with SQL/NoSQL databases (e.g., MySQL,
PostgreSQL).
• Experience working within ITIL frameworks and processes.
• Hands-on experience with AWS cloud services.
• Familiarity with monitoring and visualization tools such as Prometheus, Grafana, and ELK stack.
• Strong troubleshooting and problem-solving skills.
• Experience in preparing reports, conducting RCA, and managing fol-
low-ups.
• Proven team management experience, with ability to lead and mentor
L2 and service desk engineers.
• Ability to collaborate with multiple stakeholders and manage vendor
relationships.
• Process-focused with a drive for continuous improvement.
• Comfortable supporting outside normal business hours as part of an
on-call schedule.
• Strong interpersonal and communication skills.