Lead Operation Producer - Service Operation Department, Product Development Division, Rakuten Payment, Inc.

About the role

Job Description: Business Overview Mission: Rakuten Group's basic management philosophy is to "empower people and society through innovation." We provide more than 70 diverse services, including EC services such as shopping malls and travel booking sites, financial services such as online banking, and media services and professional sports, to more than 100 million customers in Japan alone (more than 1 billion globally), covering a wide range of people's life scenes. At the same time, we are building a strong business model based on the "Rakuten Ecosystem" that organically links customers and various services. As a member of the Rakuten Group's FinTech Group Company, we at Rakuten Payment, Inc. are developing businesses centered on settlement services such as Rakuten Pay, Rakuten Edy, and Point Partner Business, as well as marketing solutions. "With the power of technology, we aim to create a world where anyone can enjoy the same value no matter where they are." As the digital sphere of society rapidly expands, we want to connect the Internet and the real world more seamlessly, so that everyone can use technology to lead a safe, secure, and more comfortable daily life. In order to achieve such a society, we would like to face the various problems that people are facing and move forward together to the next stage. Department Overview Features and Strengths With the strength of the Rakuten Point market, which has surpassed 3 trillion yen in total issuance, we are building the "Rakuten Economic Circle" through service collaboration with Rakuten Group companies and the introduction of cashless settlement services in real stores, which are growing at an accelerated pace. Our settlement services can be used at approximately 5 million online and offline locations, including supermarkets, convenience stores, and shopping malls nationwide, as well as at approximately 1 million locations where traffic-related e-money can be used, and the number of locations where this service can be used is continuing to expand. In recent years, the cashless payment market has rapidly expanded worldwide, and our service "Rakuten Pay" has also been growing its performance domestically. Consequently, the importance of the digital infrastructure as a mission-critical payment platform, including its public utility, sophistication, and convenience, has been increasing day by day. This necessitates the establishment of a dynamic multi-cloud environment and the assurance of stable operation across these services. Rakuten Pay Service Operations Group has the mission that " 'pursuing' Rakuten Pay that can be used 'Atari-mae'-ly" Position: Why We Hire In recent years, the cashless payment market has rapidly expanded worldwide, and our service "Rakuten Pay" has also been growing its performance domestically. To ensure that users and merchants can use Rakuten Pay "Atari-mae"-ly, high availability rate is required. To achieve this, we are looking for a leader candidate responsible for incident management and system inquiry management. Position Details Job 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 nati