Senior Transition and Incident Manager (m/f/d)

Contenido de trabajo

Rakuten is going to bring its network architecture to the world through Symworld. The final goal is to offer telco companies around the world a secure and open RAN-based cloud-native mobile network at high speed and low cost. We provide access to Rakuten Mobile’s network design combining virtualization and automation, so that customers can purchase and deploy their network wherever they are in the world.

Together with our partners and suppliers, Rakuten Symphony Germany will establish an end-to-end operations function to operate the network with a vision of superior customer experience, highest end-to-end service quality and minimal defects. Our operating model values lean and agile end-to-end operations processes, close collaboration and cooperation (teamwork is key !) and a high degree of effectiveness with no duplication of work.

For the Operations & Customers Experience unit, we are looking for a passionate, hard-working, and experienced individual in Germany for the role of Senior Transition & Incident Manager. The role is based in Montabaur or Düsseldorf and will require regular travelling between both locations.

KEY RESPONSIBILITIES:

• Lead & manage major incidents and complex fault resolution – driving communication and resolution of highly technical and complex Incidents (heading virtual Emergency Response Teams)
• Perform incident triage, to include determining scope, urgency, and potential impact, identifying the specific vulnerability, and making recommendations that enable expeditious remediation.
• Manage critical customer complaints as interface into NOC and translate network defects into customer impacts
• Communicate pro-actively and continuously network health status and NW service impact to clients
• Monitor critical technical & security events together with NOC and SecOC teams
• Run data-driven evaluations of abnormal customer behaviour, identify possible risk indicators and drive corrective actions
• Manage the transition of new NW infrastructure, products and services into Operations, align priorities and guarantee the resourcing
• Participate in acceptance tests and validate network and service readiness before handing over to Operations
• Lead change management, evaluate the service and customer impact of network changes and drive the balance between network quality and network evolution
• Drive the onboarding of new partners and suppliers, e.g. for interconnect and roaming
• Lead by example for cross-functional collaboration, create a motivating working atmosphere and actively drive the change management to ensure aligned, consistent communication, a respectful and friendly working relationship in challenging times

MINIMUM REQUIREMENTS (Knowledge, Skills, Abilities):

• Bachelor/Master degree of telecommunication or a similar technical qualification
• +10 years of experience in a telecommunication operator or supplier, either in engineering or operations or a similar role
• Strong experience in Incident Management, Problem Management with the ability to drive incident resolution and mitigation
• Strong experience in leading virtual teams and in guiding team members to achieve objectives
• Deep knowledge of 2G/3G/4G/5G mobile networks, architectures, and functions
• Subject matter expert of core mobile network functions (e.g. IMS or EPC) with a deep knowledge of end-to-end call flows
• Good understanding of Cloud (NVFs and CNFs), Transport and Radio network required to enable mobile network services, e.g. data access, voice calls, TV
• Good knowledge to evaluate and analyse requested network changes and ability to translate network changes into customer impact
• Proven ability to explain complex network scenarios and incidents to executive management stakeholder
• Proven ability to build a professional relationship with stakeholders, up to the executive management level, with the ability to work collaboratively internally and externally
• Passion for innovation and drive for excellence, with a curious mind and desire to constantly learn and grow
• Ability to work effectively under pressure, approaching tasks in a logical and systematic way both independently and in a team environment
• Strong orientation on in identifying and meeting the operational needs of the Business with the strong capability for up-skilling and re-skilling self and others
• Operating with the highest levels of honesty, integrity and fidelity, acting in the best interest of the business
• Ability to take initiative, work well under pressure, and work towards strategic business goals with attention to detail and multitasking skills
• Self-starter able to work independently but comfortable and effective working in a team environment.
• Ability to communicate written and verbally in English and German

RAKUTEN SHUGI PRINCIPLES

Our worldwide practices describe specific behaviors 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.