【Internal Only】L2 Operations Engineer (RS CPaaS Business Dep)

About Organization
Rakuten Symphony’s CPaaS Operations team is responsible for the reliability, availability, and performance of our global communication platform. We enable enterprises to deliver critical messaging services at scale. We are seeking a skilled L2 Operations Engineer to join our team, serving as a key technical bridge between our infrastructure and our customers, ensuring a secure, scalable, and highly available service.
Job Duties

• L2 Technical Support: Provide advanced technical support for our large-scale enterprise SaaS platform hosted on AWS.
• Platform Subject Matter Expertise (SME): Manage system configurations, customer onboarding, vendor integrations, and critical operational settings.
• Incident Management & RCA: Lead production incident investigations, troubleshooting, and Root Cause Analysis (RCA) through to final resolution.
• Monitoring & Performance: Maintain system health, availability, and performance using Prometheus, Grafana, and the ELK Stack.
• Operational Reporting: Deliver weekly operational reports covering incident trends, customer support metrics, and overall service health.
• Business Intelligence Support: Generate and analyze usage reports to support Sales, Business Operations, and Management.
• Cross-Functional Collaboration: Partner with Engineering, Product, Sales, and external vendors to resolve complex issues and drive service improvements.
• Operational Excellence: Maintain technical documentation, runbooks, and knowledge base articles. Identify recurring issues and partner with Engineering to implement sustainable, long-term solutions.
• Process Management: Actively support and adhere to Incident, Problem, and Change Management processes.
• Continuous Improvement: Proactively adopt new technologies and tools to enhance operational efficiency and platform stability.