Information Technology Lead

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 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 1.5 billion members around the world. The Rakuten Group has over 27,000 employees, and operations in 30 countries and regions. For more information visit https://global.rakuten.com/corp/.

Job Summary:

The Lead IT Specialist is a critical technical and leadership role within our Information Technology team, responsible for the strategic oversight and operational excellence of our IT infrastructure, systems, and end-user support. This position demands a blend of advanced technical expertise, proactive problem-solving, and effective team leadership, ensuring the reliability, security, and efficiency of all IT services. The ideal candidate will drive continuous improvement, mentor junior staff, and manage key IT projects to support our organizational goals.

Key Responsibilities:

• Technical Leadership & Infrastructure Management:

• Serve as the primary technical escalation point for complex IT issues, delivering advanced troubleshooting and resolution across hardware, software, network, and system challenges.

• Design, implement, and maintain critical IT infrastructure components, including physical and virtual servers, networking devices, storage solutions, and cloud-based platforms.

• Administer and optimize audio-visual (AV) equipment, including meeting room technologies (e.g., Zoom Rooms) and broadcasting systems, ensuring seamless operation for internal and external events.

• Develop and enforce robust IT policies, procedures, and best practices to safeguard data integrity, security, and regulatory compliance.
• Conduct proactive system monitoring, performance tuning, and capacity planning to ensure optimal operation, scalability, and business continuity.
• Evaluate, research, and recommend innovative technologies and solutions to enhance efficiency, security, and overall user experience.

• Team Leadership & Mentorship:

• Provide expert technical guidance, comprehensive training, and dedicated mentorship to junior IT staff, fostering their professional growth and skill development.
• Assist in the strategic allocation of IT tasks and projects, ensuring efficient workflow, optimal resource utilization, and timely completion.
• Contribute constructively to the performance evaluation process for team members, offering actionable feedback and support.
• Cultivate a collaborative, supportive, and high-performing team environment.

• Project & Vendor Management:

• Lead and manage IT projects from initial conception through to successful completion, encompassing comprehensive planning, meticulous execution, continuous monitoring, and detailed reporting.
• Develop precise project scopes, realistic timelines, and accurate resource estimates.

• Act as the primary liaison for coordinating with external vendors, ensuring timely delivery of services, equipment, and support, and holding them accountable to agreed-upon deliverables.

• Coordinate effectively with internal stakeholders and external partners to ensure seamless project delivery.
• Manage IT budgets and oversee procurement processes for IT assets, network devices, and software licenses.

• User Support & Communication:

• Oversee and optimize end-user support operations via a ticketing system, ensuring timely and effective resolution of issues and maintaining strict adherence to defined Service Level Agreements (SLAs).

• Communicate complex technical information clearly, concisely, and effectively to both technical and non-technical audiences.
• Develop and maintain comprehensive IT documentation, including detailed system configurations, operational procedures, and an accessible knowledge base.

• Global Coordination & Network Operations:

• Coordinate closely with internal global IT teams to ensure the continuous uptime, optimal performance, and robust security of all network devices and infrastructure.

• Participate in global IT initiatives and contribute to the standardization of IT practices across the organization.

Qualifications:

• Technical Skills:

• Operating Systems:

  Expert-level proficiency with Windows Server (Active Directory, Group Policy), Linux distributions (e.g., Ubuntu, CentOS), and macOS.

• Cloud Platforms:

  Hands-on experience and administration of at least two major cloud providers (Azure, AWS, Google Cloud).

• Storage:

  Experience with SAN, NAS, and object storage solutions.

• Security:

  Solid understanding and practical application of endpoint protection, SIEM concepts, vulnerability management, and Identity and Access Management (IAM).

• Productivity Suites:

  administration of Microsoft 365 (Exchange Online, SharePoint, Teams).

• Audio-Visual:

  Practical knowledge and experience with AV devices, meeting room technologies (e.g., Zoom Rooms), and basic broadcasting setups.
• 8+ years experience in managing IT Ops for large enterprise

• Soft Skills:

• Exceptional leadership, mentoring, and team-building capabilities.
• Superior problem-solving, analytical, and critical thinking skills.
• Outstanding verbal and written communication skills, with the ability to articulate technical concepts to diverse audiences.
• Proven ability to effectively prioritize tasks, manage multiple complex projects simultaneously, and perform under pressure.
• Highly proactive, self-motivated, and results-oriented with an unwavering commitment to detail and quality.
• A strong customer-centric approach, dedicated to delivering high-quality IT services and support.