OSS Operations Director

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 approximately 1.9 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/.

Job Summary: We are looking for a dynamic and experienced professional to lead our OSS Operations team. The ideal candidate will have deep operations experience in ITSM and ITOM, strong project management experience with a passion to drive process improvements that drive value for Business, automating L1/L2/L3 support activities . This role will drive operational excellence, reliability, and automation across our OSS platforms supporting next-generation telecom networks.

In addition, a big part of the job would be the Site Lead for Indore for the OSS unit. The candidate should have strong experience in driving a transformational culture that keeps the workforce highly motivated and engaged, while driving performance up continuously.

Key Responsibilities:

• Lead and manage the end-to-end OSS operations and customer support team ensuring high availability, performance, and SLA adherence, using ITSM and ITOM models.
• Drive L1/L2/L3 efficiencies and Automation, process improvement and retrospectives
• Work closely with engineering and product teams to guide the evolution of OSS platforms towards cloud-native architectures.
• Drive continuous improvement initiatives, automation strategies, and capacity planning for OSS systems.
• Drive Engaged workforce and culture transformation for Indore site

Key Requirements:

• 15+ years of experience in OSS operations within telecom or large-scale IT environments
• Experience of leading large teams, of up to 100
• Strong knowledge of ITSM/ITOM and Analytics
• Rich experience with global companies in leadership positions with extensive international exposure in various parts of the globe. Thoroughly experienced with a multi-cultural work environment, leading a large group of high skilled global experts as direct as well as matrix manger.
• Broad understanding of OSS domains: Inventory, FCAPS, Network Monitoring, Service Orchestration
• Solid experience in microservices-based architecture and container platforms (Kubernetes, Docker, Helm).
• Proficient in tools like Prometheus, Grafana, ELK, Ansible, Jenkins, and Git.
• Good understanding of ITIL practices (Incident, Change, Problem Management).
• Excellent stakeholder management and communication skills.

Preferred Qualifications:

• Experience: 15+ Years
• B.E./B.Tech or equivalent in Computer Science, Electronics, or Telecom Engineering.
• Certifications in Kubernetes (CKA/CKAD), ITIL v4, or relevant cloud-native tools are a plus.
• Exposure to AI/ML-based predictive operations and AIOps tools is an advantage.

RAKUTEN SHUGI PRINCIPLES:

Our worldwide practices describe specific behaviours 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 passionately 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.