Incident Operations Lead - Quality Management Section, IT Strategy Department(ITSD)

Job Description:

Business Overview

The Technology Management Division (TMD) provides Corporate IT, and Cyber Security & Privacy Governance to Rakuten Group companies and essential business management for technology organizations, thereby enabling innovation and strengthening the technology foundation. Within TMD, the Technology Management Services Supervisory Department (TMSSD) plays a vital role in CIO Governance, IT financial management, IT procurement, Quality Management System (QMS), technology-related public relations, and human resources strategy. By promoting efficiency, quality, risk management, and organizational strength, we ensure that Tech Divisions remain agile and at the forefront of technological advancement.

Department Overview

The IT Strategy Department (ITSD) is responsible for formulating and executing Rakuten Group's overarching IT strategy. ITSD's core mission is to ensure the delivery of high-quality IT services, optimize customer satisfaction, and effectively manage strategically important initiatives.
The department is structured into four key units: the CIO Office, IT governance, Quality Management, and Tech PR ITSD's responsibilities encompass the oversight of group-wide and tech community wide initiatives.

Position:

Why We Hire

The Quality Management Section is a newly established organization under the CIO, dedicated to ensuring excellence through quality. To support our mission, we are seeking a Incident Operations Lead to enhance our internal structures, processes, and deliverables. This role will play a key part in driving continuous improvement by establishing the Incident Command Centre, ensuring high-quality incident data, and reinforcing operational discipline across teams. We aim to elevate incident management maturity through data-driven insights, standardized processes, and improved cross-functional coordination.

Position Details

This role will manage the Incident Command Centre, ensure high-quality incident data, and drive continuous improvement across the organization’s incident management processes. Leveraging BI dashboards and compliance reporting, you will provide actionable insights to the CIO and senior leadership while collaborating across business and engineering teams.

Key Responsibilities

Set up and maintain an Incident Command Centre at HQ

Monitor and enhance the organization’s Incident Management framework to ensure operational resilience

- Reviews incident details, verifies impact scoring, and confirms that RCA outcomes and corrective actions match the incident’s actual severity and scope
- Conduct routine quality checks to validate data accuracy, process compliance, and documentation standards
- Develop and maintain high level dashboards and compliance reports for the CIO and senior leadership
- Oversee the planning, execution, and successful delivery of incident related initiatives and improvement programs
- Track incidents from initiation to closure, ensuring timely escalation and resolution in alignment with defined SLAs
- Collaborate with cross-functional teams to resolve compliance discrepancies and strengthen the incident management framework

Work Environment

Work in a dynamic, global environment under the direct supervision of the CIO

- Opportunity to lead horizontal, group-wide quality initiatives
- Collaborative culture involving cross-functional teams across engineering, product, and business units

Mandatory Qualifications:

Bachelor’s degree in business, IT, or related field (PMP/PRINCE2 certification preferred)

- More than 5 years of experience in IT support/operations, project management, or technical analyst role with a focus on incident management
- Strong understanding of ITIL principles, particularly Incident Management
- Knowledge of ITIL frameworks and incident management best practices
- Proficiency in BI Tools (e.g., Domo, Tableau)
- Excellent organizational, communication, and stakeholder management skills
- Proficiency in project management tools (e.g., MS Project, Jira, ServiceNow)

Desired Qualifications:

Experience in Quality Assurance projects

- Consolidation and tracking of projects with large number of stakeholders
- Experience consulting about technical solutions, best practices and standards
- Experience in cross function planning and communication
- Good to have ITIL certifications

Other Information:

Additional information on English Qualification

TOEIC Score 800 above or possess equivalent abilities

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