Quality Engineer, Incident Management - Quality Management Section (ITSD)

Job Description:

Business Overview

Rakuten Group, Inc. is a global leader in internet services that empower individuals, communities, businesses and society. With a mission to contribute to society by creating value through innovation and entrepreneurship, Rakuten was 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 1.8 billion members around the world. The Rakuten Group has about 30,000 employees, and operations in 30 countries and regions. For more information visit https://global.rakuten.com/corp/.　

　

Department Overview

The IT Strategy Department is made up of 4 sections: the Quality Management (QMS), the CIO Office, the Tech PR and the IT Governance. Providing high-quality services promptly and maximizing customer satisfaction are part of Rakuten Group's core principles and is our most important business strategy. The role of QMS is to build, maintain and improve Group Service Quality, to accelerate the growth of Rakuten Group businesses. Under the direct supervision of the CIO, we report to the head of the IT Strategy Department, who also holds the positions of Chief of Staff and Vice Chairman of Rakuten India. As a department, we are tasked to handle a range of horizontal initiatives and must remain flexible to undertake group wide projects as needed. For this reason, we need to manage and communicate with a wide range of people within the company.

The Quality Management Section, operating under the CIO, is a newly established organization dedicated to ensuring excellence through quality. Our focus is on enhancing internal structures, processes, procedures, and deliverables to drive continuous improvement. Key initiatives include ISO 9001 for Quality, IT-BCP, Service Resiliency activities and other impactful Quality activities. We work to improve quality through quantitative KPIs set at the CIO level, establish company-wide quality targets and standards, and promote awareness of quality practices while fostering horizontal dissemination. "Our commitment is to consistently exceed customer expectations with exceptional quality and service."

Position:

Why We Hire

We are seeking an experienced Project Manager to lead the implementation of incident management processes within our organization. The role involves planning, executing, and delivering the project on time and within budget while ensuring compliance with industry standards. The ideal candidate will have strong leadership, organizational, and communication skills, along with expertise in incident management and project management.

　

Position Details

Key Responsibilities

- Develop and implement an Incident Management strategy and framework.

- Oversee/track incident response, resolution, and post-incident reviews.

- Facilitate and move critical incidents from start to close

- Collaborate with IT, operations, and other teams to ensure alignment.

- Monitor and report on incident trends and KPIs.

- Keep track of Incident Ranking and Incident Status

- Keep incident report clean and to be accessed by CIO

- Set KPIs and report/escalate issues

- Conduct training and promote awareness of incident management processes.

- Track project performance, risks, and ensure alignment with organizational goals.

Mandatory Qualifications:

- Bachelor’s degree in business, IT, or related field (PMP/ITIL certification preferred).

- 5+ years of experience, preferably in incident management or ticketing systems like JIRA.

- Strong leadership, communication, and problem-solving skills.

- Proficiency in project and incident management tools (e.g., ServiceNow, Jira).

Desired Qualifications:

- PMP/PRINCE2 and ITIL certifications preferred

- Background in Quality Assurance (QA), including process improvement, testing, and compliance.

- Familiarity with QA tools and methodologies, such as Six Sigma, TQM, or similar frameworks.

#engineer
#projectmanagement
#technologymanagementdivision

Languages:

English (Overall - 3 - Advanced), Japanese (Overall - 3 - Advanced)