Operations Manager

Job Title: Operation Manager

Location: Bangalore, Hybrid

Why should you choose us?

Rakuten Symphony is a Rakuten Group company, that provides global B2B services for the mobile telco industry and enables 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. 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!

What Do We Expect From You

Join the Digital Product Management section to plan, develop, and deliver digital lifestyle products for Rakuten Mobile users.

Lead the design of high-quality, efficient operations from product planning through development to ensure business growth, service stability, and exceptional customer experience.

Work in a fast-paced environment with cross-functional stakeholders to define incident criteria, workflows, and SLAs for both front-end and back-end services, and to drive continuous improvement through data-driven insights.

• Operations design for front-end and back-end services (flows, SLAs/OLAs, playbooks).
• IT Service Management (ITIL) with emphasis on Incident, Problem, and Change Management.
• Incident command, RCA methodologies, and stakeholder communications.
• Service launch/transition and continual service improvement (CSI).
• Data-driven operational analytics and process standardization.
• Cross-functional coordination among engineering, support, and business teams.
• Documentation excellence (HLDs, SOPs, runbooks) and operational governance.

Roles & Responsibilities:

• Operation Design

  : Establish and optimize F/E and B/E operational flows, incident criteria/severity, SLAs/OLAs, playbooks, and runbooks.

• Cross-Functional Collaboration

  : Partner with SXC, Engineering, Customer Support, and other teams to ensure seamless service launch, transition, and ongoing operations.

• Incident Management

  : Lead triage/war rooms, coordinate rapid resolution, drive RCA and corrective/preventive actions, and manage stakeholder communications.

• Process Improvement

  : Standardize and continually refine operational processes using data analysis; identify gaps and implement improvements to service quality and stability.

• Governance & Documentation

  : Maintain clear HLDs, operational specs, SOPs, and status reports; track adherence to standards and readiness for launches.

• Work Approach

  : Proactively engage with development teams, build stakeholder trust, make data-driven decisions, and respond swiftly to incidents.

Qualification:

• 5+ years of experience in IT/Web/SaaS Operations, Service Management, or Service Delivery.
• Practical ITIL experience across Incident, Problem, and Change Management.
• Proven cross-department/vendor coordination and leadership.
• Participation in new service launches or large-scale system improvement projects.
• Strong logical and analytical skills for complex system/operation design.
• Excellent facilitation and negotiation skills to achieve stakeholder consensus.
• Demonstrated problem-solving and execution ability.
• Data-driven analysis and improvement proposal skills.
• Effective documentation skills.
• Foundational knowledge of IT infrastructure, databases, and applications.

RAKUTEN SHUGI PRINCIPLES:

• Our worldwide practices describe specific behaviours 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.