Technical Account Manager - CCoE Section, Cloud Platform Enablement Department (CPED)

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.

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.

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

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)

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

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

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

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.