Problem Manager (m/f/d)

Rakuten Symphony is a Rakuten Group company, providing global B2B services for the mobile telco industry and enabling next‑generation, cloud‑based, international mobile services.

Building on the technology Rakuten used to launch Japan’s newest mobile network, we are taking our mobile offering global. Let’s build the future of mobile telecommunications together!

Job Purpose

We are looking for a Senior candidate in our Network & Customer experience Operations team who can play a crucial role in driving the problem management function to maintain the Network stability with the best records of the end user experience. As a Problem Manager, you will be responsible for proactively identifying and resolving underlying issues in network and IT systems to prevent future incidents, ensuring smooth and uninterrupted service delivery to the end users.

The role will also include the spare part life cycle management and demand fulfilment to continuously assure the spare part availability for the Live Network Operations and maintenance activities.

With a high level of business responsibility, the Problem Management contributes directly to improving customer satisfaction, minimizing downtime, and enhancing overall network performance in accordance with the expected outcome of the overall business case.

The role involves driving continuous process improvements, conducting root cause analyses, and managing many stakeholders and cross‑functional teams to provide root‑cause analysis and permanent fixes to the problems efficiently. The Problem Management shall ensure that all recurring incidents are addressed and fixed permanently with respect to the SLA.

Key Responsibilities

• Root Cause Analysis: Lead the deep‑dive investigation following the major incidents restoration and ensure a thorough root cause analysis (RCA) is conducted to identify underlying problems in a structured approach.
• Problem Resolution: Drive the problem management process, ensuring problems are tracked, resolved, and properly documented.
• Manage stakeholders and: closely engage with cross‑functional teams like Engineering, Quality Assurance, Partners and Vendor L3 Support teams to speed up the RCA and implement permanent fixes in production.
• Proactive Problem Identification: Continuously analyse incident trends and system performance metrics to identify potential problems and prevent future incidents.
• Continuous Service Improvement: Implement and improve problem management processes, tools, and apply best industry practices to continuously improve the end‑user experience and maintain service disruption at the minimum level.
• Reporting & Governance: Own the problem management and spare part performance metrics, ensure accurate and timely reporting to the senior management up to CxO level.

Qualifications & Required Skills

• Bachelor degree in Telecom/ICT engineering, Master degree will be a plus.
• At least 5 years of proven experience in leading Network operations processes and particularly the problem management and spare part life cycle management.
• Clear understanding of problem management tools, techniques and frameworks as per ITIL.
• ITIL certifications are highly preferred.
• Strong knowledge of evolving technologies like 5G cloud‑native, Open RAN, etc.
• Strong analytical and root‑cause analysis skills.
• Strong communication and leadership skills with proven capabilities of effectively managing a high base of internal and external stakeholders.
• Advanced skills in conflict resolution inside a very highly dynamic environment.
• Scripting and data analysis skills are highly preferred.

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