技术客户经理（云卓越中心）

Job Description: Business Overview 　 　 The Technology Platforms Division (TPD) drives the growth of Rakuten's ecosystem by delivering innovative, high-quality technology platforms characterized by integrated control and strategic partnerships. Within TPD, the Cloud Platform Supervisory Department (CPSD) develops and manages Rakuten's state-of-the-art cloud platform, empowering global scalability and accelerating innovation across its diverse business units. Department Overview 　 　 The Cloud Platform Enablement Department (CPED) drives Rakuten Group's global infrastructure strategy by building and operating a robust private cloud platform and supporting public cloud environments. We empower application engineers to build reliable and scalable systems while ensuring unified support and consistent quality across all departments. The Cloud Centre of Excellence (CCoE) is a cross-functional team responsible for creating and implementing cloud-related best practices, guidelines, and governance policies. Our primary mission is to ensure that cloud resources are used effectively and efficiently to achieve Rakuten's business objectives. We drive our multi-cloud strategy across GCP, AWS, Azure, and OCI, accelerating cloud adoption, enhancing security, standardizing processes, fostering faster innovation, and optimizing cost efficiency (FinOps) throughout the organization. Position: Why We Hire As public cloud adoption continues to grow across the organization, there is an increasing need for a Technical Account Manager (TAM) who can bridge the gap between internal Business Units (BUs) and the CCoE team, supporting cloud utilization from both technical and business perspectives. With over 2,000 public cloud asset owners across Rakuten Group, we are looking for a professional who can guide each team to use cloud safely, appropriately, and efficiently. We are looking for a TAM who can deliver CCoE governance policies and best practices to internal users and maximize the value of cloud adoption. Position Details As a TAM, you will serve as the bridge between CCoE and internal service teams, supporting Business Units in leveraging cloud technology from both technical and business perspectives. Key Responsibilities 1. Technical Account Management - Regularly review cloud usage of assigned BUs and understand their technical challenges - Review and drive approval workflows for BU cloud requests (new project, account, subscription creation, etc.) - Provide first-line support and troubleshooting assistance for cloud technical issues faced by BUs - Provide technical advice on cloud resource configuration changes, IAM, networking, and more 2. Governance Promotion & Compliance Support - Communicate and roll out CCoE governance policies, security guardrails, and operational rules to assigned BUs - Periodically verify that BU cloud usage complies with CCoE policies, security requirements, and RGR - Notify assigned BUs of policy violations or security risks and support remediation - Review Change Management (CM) tickets and verify execution content (pre- and post-operation) 3. Cloud Adoption Support & Enablement - Provide cloud best practices and architecture guidance to assigned BUs - Support BU cloud cost optimization (FinOps) through cost analysis, alert configuration, and resource review recommendations - Promote the use of internal e-Learning content and follow up on completion status - Respond to technical inquiries from BUs and contribute to knowledge accumulation and FAQ maintenance 4. Cross-team Collaboration & Escalation - Bridge BU needs to the appropriate CCoE teams (security, networking, architecture, etc.) - File and manage support cases and escalations with cloud vendors (AWS, Azure, GCP, OCI) - Drive coordination and resolution of technical and governance issues arising between BUs and CCoE - Communicate CCoE initiatives and policy changes to BUs in a timely manner and support smooth adoption 5. Documentation & Reporting - Document cloud usage status, issues, and improvement actions for assigned BUs and produce regular reports - Contribute to creating and updating CCoE operational runbooks, FAQs, and knowledge bases - Feed back BU insights to CCoE and reflect them in policy and process improvements - Analyze trends in cloud requests and inquiries and propose improvements Work Environment You will work as part of a 12-member team, collaborating with global members. English is the primary language of communication and is used in all daily meetings, Slack interactions, and documentation. Mandatory Qualifications: - More than 5 years of hands-on experience operating and configuring public cloud environments (2 or more of AWS, Azure, GCP, or OCI) - Experience with basic IAM and networking configuration and troubleshooting (VPC, subnets, security groups, etc.) - Experience coordinating and resolving technical issues with multiple internal and external stakeholders - Experience working with Jira or equivalent ticket management tools - Strong communication skills, including the ability to explain technical concepts to non-technical stakeholders - Business-level English communication skills (meetings, Slack, documentation) Desired Qualifications: - Experience designing multi-cloud architectures (2 or more providers) - Associate-level or above cloud certification from AWS, Azure, GCP, or OCI - Hands-on FinOps experience (cost analysis, budget alerts, resource optimization) - Experience with cloud operations that consider security and compliance requirements - Experience in internal user support or helpdesk roles - Experience creating documentation and managing knowledge using Confluence - Basic experience with IaC tools such as Terraform - Experience leveraging AI/LLM tools (e.g., Claude Code) to improve work efficiency - Experience handling cloud vendor support cases and technical negotiations Other Information: Additional information on English Qualification TOEIC Score 800 above or possess equivalent abilities #engineer #director #projectmanager #technologyplatformdiv Languages: English (Overall - 3 - Advanced), Japanese (Overall - 2 - Intermediate) In Japanese, Rakuten stands for ‘optimism.’ It means we believe in the future. It’s an understanding that, with the right mind-set, we can make the future better by what we do today. So we challenge ourselves to evolve, innovate and experiment, to create a better, brighter future for everyone. Today, our 70+ businesses span e-commerce, digital content, communications and fintech, bringing the joy of discovery to almost 1.3 billion members across the world. If you have any trouble logging in, please contact us here Rakuten Group, Inc.: rakuten-recruiting-info@mail.rakuten.com *Please read the Application Requirements(EN) / 募集要é (JP) before applying. Our Diversity & Inclusion Policy and Application Documents Rakuten’s corporate mission is to “contribute to society by creating value through innovation and entrepreneurship.” We foster a culture that provides equal opportunities to those who share this founding philosophy and take on the challenge to transform society, regardless of age, gender, nationality, or any other status. Diversity is one of Rakuten's core strategies and a driving force for innovation. Because of this, you are not required to submit any of the following information in order to apply for our job positions. - Gender - Age - Photo - Nationality* - Information not related to business, such as ideological beliefs, family structure, etc. * For legal compliance, we may ask you about your work eligibility. See the details