Consultant Incident Management

Role Overview: As an Incident Coordinator working in the information technology field, you will be responsible for ensuring the smooth operation of IT systems. Your main tasks will include overseeing the incident coordination process from evaluation to resolution, recording all issues, designing preventive measures for future problems, coordinating with technical support teams, creating problem-solving procedures, and developing solutions. Key Responsibilities: - Provide technical support to employees and customers using company's products - Create and maintain incident reports to track and resolve issues - Develop procedures and policies for technical support teams - Train support engineers on relevant processes - Coordinate bridge calls across teams and departments - Maintain incident logs and process incident reports for review - Solve complex IT software and hardware problems - Develop procedural manuals for various IT issues - Categorize and prioritize incidents - Perform incident resolution and closure - Handle stressful situations effectively - Proficiency in Microsoft applications such as Word, PowerPoint, and Excel - Hands-on experience with Linux variants - Exposure to public cloud technologies and virtualization - Understanding of Jenkins CI/CD pipelines - Familiarity with monitoring tools like Grafana, Prometheus, Kibana - Basic troubleshooting skills on network protocols - Capable of self-learning on the job - Willingness to work in rotational shifts, including night shifts Qualification Required: - Bachelor's degree in Computer Science or equivalent - 5 to 8 years of experience in a similar role - Fluency in Japanese language preferred Additional Details: If you are looking to work for a Global Leader in E-commerce, Rakuten is the right place for you. Rakuten is the largest E-commerce company in Japan and one of the largest E-commerce and Internet Services companies in the World. Ranked in the top 20 most innovative companies in the world by Forbes, Rakuten offers exciting opportunities to work on highly scalable platforms and applications accessed by millions of users daily.,