Lead Technical Support Engineer, O2A (Order-to-Activate) - BSS Ops Department (BSOPD)
Core
Lead technical stability and operational excellence for the Order-to-Activate (O2A) ecosystem within the Business Support System (BSS), bridging reactive support and proactive engineering to reduce technical debt and optimize system performance.
Role type
Senior IC Lead Technical Support Engineer (O2A)
Builds
High-availability BSS platforms for Rakuten Mobile's customer lifecycle and order management
Domain
Telecommunications / Business Support Systems (BSS)
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Java development (microservices/distributed systems), Order Management/Billing platform solution design, Couchbase (N1QL, data modeling), SQL, DevOps tools (Ansible, Jenkins, Docker, Kubernetes), Root Cause Analysis (RCA), Incident Management, Automation tool development, Scalable monitoring design (APM, synthetic transactions), Technical mentorship, Cross-functional collaboration
Preferred skills
Telecom BSS platforms experience, Project management, Japanese customer experience, ITSM methodologies (ServiceNow/Jira)
Technologies
Java, Couchbase, N1QL, SQL, Ansible, Jenkins, Docker, Kubernetes, ServiceNow, Jira
Responsibilities
Lead critical incident resolution and end-to-end lifecycle management for high-severity multi-system failures; Conduct expert-level Root Cause Analysis on persistent order failures; Champion problem management by translating technical findings into actionable recommendations for Engineering and Product teams; Proactively identify operational bottlenecks and lead initiatives to optimize processes and increase system reliability; Provide strategic recommendations to influence future design, architecture, and feature enhancements; Lead the design and implementation of scalable monitoring solutions and automation tools for data repair and diagnostics; Provide expert guidance to L1/L2 support engineers and oversee incident backlogs and operational KPIs
Seniority
Senior, hands-on IC with leadership responsibilities