Incident Operations Analyst - Quality Management Section, IT Strategy Department (ITSD)
Core
Support daily operations of the Incident Command Centre, ensuring accurate incident data, smooth coordination, and high-quality incident management practices for Rakuten Group's IT Strategy Department.
Role type
Incident Operations Analyst (Quality Management)
Builds
Incident management processes, dashboards, compliance reports, and operational discipline within the IT Command Centre.
Domain
Corporate IT Strategy & Incident Management
Deliverable
dashboards & analysis
Required skills
Incident management, ITIL principles, RCA reviews, BI tools, ITSM tools, data validation, process compliance, action item tracking, cross-functional coordination
Preferred skills
Quality Assurance projects, stakeholder consolidation, technical solution consulting, cross-functional planning
Technologies
Domo, Tableau, MS Project, Jira, ServiceNow
Responsibilities
Monitor incident queues and ensure timely updates in ITSM tool; Conduct routine quality checks to validate data accuracy and process compliance; Develop and maintain high-level dashboards and compliance reports; Assist with initial impact assessment and RCA reviews; Track action items and follow up with resolver teams; Co-ordinate communication during incidents via bridges and chat channels.
Seniority
Mid-level, hands-on IC
