1. Core Operations & Maintenance

Responsible for the operation and maintenance of Marketing & Sales readiness applications (Cost, Pricing, Account Service, etc.).
Perform troubleshooting, rapid diagnosis, and resolution of user issues/incidents within SLA.
Respond to and resolve user inquiries and service requests promptly.
Monitor system health proactively to ensure stability and availability.

2. Technical Leadership & Process Optimization

Act as the technical lead for assigned applications, with deep understanding of business processes and system architecture.
Analyze complex single-system and cross-functional issues, providing effective solutions.
Coach and mentor associate team members to deliver high-quality IT operational services.
Collaborate with upstream and downstream IT engineers to resolve cross-system issues and propose data flow optimization.

3. Intelligent & Automated Operations(AIOps)

Lead the design and implementation of intelligent operations, driving the adoption of automation and AI technologies (e.g., AIOps, Agents, RPA) to improve operational efficiency and service reliability
Leverage operational data (logs, metrics, alerts) to identify system bottlenecks and optimization opportunities, enabling predictive operations and data-driven decision-making
Collaborate closely with development teams under a DevOps model to ensure seamless transition from development to operations with strong operability and maintainability
Build and continuously enhance knowledge management and automation toolchains to improve L0/L1 self-service capabilities and incident resolution efficiency
Explore and implement innovative AI-driven operations use cases (e.g., intelligent diagnostics, root cause analysis, auto-remediation) to evolve towards autonomous operations

4. Global Collaboration & Continuous Improvement

Partner with Product teams for initial technical analysis and troubleshooting.
Participate in enhancement planning, sprint follow-ups, and early engagement in knowledge transfer (KT) and post-go-live support.
Operate in a global environment, ensuring compliance with international best practices and fostering cross-regional collaboration.

IT Operation Engineer