Specialist, Customer Experience Management

Why should you choose us

Rakuten Symphony is reimagining telecom, changing supply chain norms and disrupting outmoded thinking that threatens the industry's pursuit of rapid innovation and growth. Based on proven modern infrastructure practices, its open interface platforms make it possible to launch and operate advanced mobile services in a fraction of the time and cost of conventional approaches, with no compromise to network quality or security. Rakuten Symphony has operations in Japan, the United States, Singapore, India, South Korea, Europe, and the Middle East Africa region. For more information, visit: https://symphony.rakuten.com

Building on the technology Rakuten used to launch Japan's newest mobile network, we are taking our mobile offering global.

To support our ambitions to provide an innovative cloud-native telco platform for our customers, Rakuten Symphony is looking to recruit and develop top talent from around the globe. We are looking for individuals to join our team across all functional areas of our business – from sales to engineering, support functions to product development.

Let's build the future of mobile telecommunications together!

About Rakuten Group, Inc. (TSE: 4755) is a global leader in internet services that empower individuals, communities, businesses and society. Founded in Tokyo in 1997 as an online marketplace, Rakuten has expanded to offer services in e-commerce, fintech, digital content and communications to 2 billion members around the world. The Rakuten Group has over 30,000 employees, and operations in 30 countries and regions. For more information visit https://global.rakuten.com/corp/.

Responsibilities

Performance Monitoring and Analysis:

• Monitor key performance indicators (KPIs) of telecommunications networks, including but not limited to, network availability, throughput, latency, packet loss, and call quality.
• Utilize network monitoring tools, performance management systems, and data analytics techniques to collect, process, and analyze performance data.
• E2E Release cause wise monitoring, E2E analysis corresponding to degradation, user impact assessment
• VIP Users issues / alarms monitoring and E2E trace analysis, co-relation with the RF/Core related issue and conclude the RCA and action for resolution
• International and Domestic roaming KPIs, release cause monitoring and impacted users assessment

Performance Optimization and Tuning:

• Collaborate with network planning and engineering teams to optimize network configurations, resource allocation, and routing parameters.
• Identify new signatures based on E2E traces, affected users assessment and collaborate with other domains for issue resolution.

Root Cause Analysis and Troubleshooting:

• Investigate performance-related incidents, service degradations, and impacted users to determine root causes and contributing factors.
• Perform in-depth analysis of network elements, protocols, and traffic patterns to diagnose performance bottlenecks and inefficiencies.
• Work closely with cross-functional teams to implement corrective actions and preventive measures to address identified issues.

Reporting and Communication:

• Prepare regular performance reports, dashboards, and presentations to communicate performance trends, insights, and recommendations to management and stakeholders.
• Participate in meetings, workshops, and forums to share knowledge, best practices, and lessons learned related to telecom network performance.
• Incident bridge handling and lead technical as well as user experience discussion with cross domain teams

Qualifications

• Proven 8-15 years experience in telecom performance engineering, network performance analysis, or a similar role in the telecommunications industry.
• Able to work in 24*7 shift environment.
• Proficiency in performance monitoring tools, network performance management systems, Probing tools, e2e co-related user level traces analysis.
• Strong understanding of telecommunications technologies such as 4G, 5G (NSA & SA), NTN, protocols such as RRC, X2AP, S1AP, Diameter, SIP, GTP, S1-U, TCP etc, E2E call flow of 4G attach, handover, 5G NSA, 5G-SA, NTN etc.
• Excellent knowledge and hands-on experience of Wireshark for pcap analysis.
• Excellent analytical, problem-solving, and troubleshooting skills with attention to detail.
• Effective communication and interpersonal skills, with the ability to convey technical information to non- technical stakeholders.
• Experience with scripting languages (e.g., Python, UNIX Shell) and data visualization tools (e.g., DOMO, Grafana) is a plus.

RAKUTEN SHUGI PRINCIPLES:

Our worldwide practices describe specific behaviour that make Rakuten unique and united across the world. We expect Rakuten employees to model these 5 Shugi Principles of Success.

• Always improve, always advance. Only be satisfied with complete success- Kaizen.
• Be passionate professional. Take an uncompromising approach to your work and be determined to be the best.
• Hypothesize - Practice - Validate - Shikumika. Use the Rakuten Cycle to success in unknown territory.
• Maximize Customer Satisfaction. The greatest satisfaction for workers in a service industry is to see their customers smile.
• Speed!! Speed!!Speed!! Always be conscious of time. Take charge, set clear goals, and engage your team.