Incident Management Specialist

About Rakuten

Rakuten is the largest ecommerce company in Japan, and third largest ecommerce marketplace company worldwide. Rakuten has 70+ business spanning e-commerce, banking, travel, securities, credit card, e-money, portal, media, marketing, professional sports and more. The company is expanding globally and currently has operations in Asia, Western Europe, and the Americas.

Founded in 1997 Rakuten is headquartered in Tokyo, with over 10,000 employees and partner staff worldwide.

Rakuten India, based in the Silicon valley of India, Bengaluru, provides software development, product development and operations support to Rakuten groups around the globe. With more than 200 highly skilled employees, Rakuten India is helping make Rakuten Ecosystem stronger and better by contributing to technology solutions & operations; increasing speed, productivity, and quality. Rakuten India's services to Rakuten spans across ecommerce, digital contents and marketing, FinTech, Leisure & Emerging Technology, and Corporate IT division.

Job Description

Function:

IT Operations and Support →

IT Management / IT Support/IT Infrastructure / ITIL 4 foundation certified/ Cloud knowledge

Working in information technology, an incident manager is essentially responsible for the upkeep and smooth operations of IT systems, identifying, managing, and resolving time-sensitive escalations, and performing analysis of data from a variety of sources to identify possible risk indicators. They oversee all aspects of the incident coordination process, from evaluation to resolution. An Incident Coordinator records all issues and helps to design ways to prevent similar problems in the future. He or she will coordinate between technical support teams, create procedures to deal with problems, and develop or figure out solutions.

Responsibilities:

• Identifying, managing, and resolving time-sensitive escalations in a 24X7 setup.
• Managing a team of 4-6 Incident Coordinators, planning shifts, handovers, and coordination.
• Acting as PIC for customers during an incident/outage, provide regular status updates and handle escalations.
• Performing analysis of data from a variety of sources to identify possible risk indicators.
• Performing incident triage, to include determining scope, urgency, and potential impact; identifying the specific vulnerability; and making recommendations that enable expeditious remediation.
• Performing escalation trend analysis and reporting.
• Performing real-time incident handling tasks to support worldwide operations.
• Analyzing escalations from various sources within Rakuten, determining possible root causes, and identifying preventative actions.
• Tracking and documenting incidents from initial detection through final resolution.
• Writing and publishing techniques, guidance, and reports on incident findings.
• Serving as a technical expert and liaison to law enforcement and legal personnel.
• Coordinating with analysts to correlate risk assessment data.
• Monitoring external data sources to maintain currency of threat condition and determine which issues may have an impact on production operations.
• Drafting and presenting deep-dive documents and reports on policy and process gaps to senior executives.

Ideal Candidate for this Role:

• Define and lead the execution of the incident management process and guidelines.
• Understand the implications of change(s) and flag risks as required.
• Consider the relative costs, benefits, and impact of potential actions to choose the most appropriate one.
• Lead the post-incident investigation process, drive future corrective actions, and monitor exceptions.
• Dissect complex problems to develop and evaluate options and implement solutions.
• Function effectively in a dynamic, fast-paced environment.

Requirements:

• Minimum 8+ years of experience managing incidents, escalations, crisis management, risk management, or other relevant experience in a fast-paced environment.
• Can handle the pressure of working in a 24x7 incident management setup.
• Deep knowledge of infrastructure setup and data center operations.
• Familiarity with multiple monitoring and analytic tools, databases, and techniques.
• Exceptional bias for action willing to move quickly and decisively to resolve an incident.
• Demonstrated problem-solving and decision-making skills.
• ITIL certified and possesses sound knowledge of problem and incident management.

Preferred Qualification:

• 2-3 years of experience working in industries which support public/private cloud, data center operations, NOC, SOC, etc.
• 2+ years working cross-functionally with tech and non-tech teams.
• Working knowledge of cloud platform and experience in AWS/GCP/Azure is a must.
• Exceptional written and verbal communication skills with demonstrated experience writing for and briefing executive-level stakeholders.
• Ability to think critically and logically, with the vision to work both tactically and strategically.

Why Explore a Career at Rakuten

So we challenge ourselves to evolve, innovate and experiment, to create a better, happier future for everyone.

Today, our 70+ businesses span e-commerce, digital content, communications and fintech, bringing the joy of discovery to more than 1 billion members across the world. We think big. with the passion of a start-up and the influence of a global leader, we're finding extraordinary new ways to disrupt markets and dazzle customers.

Be part of our journey!

Rakuten Interview Process

Depending on the Role & Seniority

Benefits at Rakuten

Creche on Campus • Gym and Sports • New & Pre Owned Car Lease Program • Office Meals • Local Commute Allowance • Employee friendly insurance coverage • Comprehensive leave policy

Rakuten's Tech Stack

• Data Science
• Engineering
• Machine Learning
• Cloud Computing
• Security
• Distributed Systems