1. Execute daily IT O&M activities in accordance with Alibaba Cloud SOPs.
2. Receive, execute and track assigned work orders/tickets.
3. Perform basic fault identification, troubleshooting and issue escalation.
4. Support hardware installation/removal, replacement and configuration activities as authorized.
5. Support server reboot, equipment migration, rack-in/rack-out and other routine operational activities.
6. Perform equipment and environmental inspections within assigned areas.
7. Support spare-part inspection and replacement activities.
8. Maintain accurate operation records and ticket information.
9. Prepare required daily/weekly operational reports.
10. Support change activities according to approved procedures.
11. Escalate complex technical problems to the appropriate Expert/Senior Expert or Alibaba Cloud team.
12. Comply with all IDC SOP, information-security, access-control and EHS requirements.
Job Requirements
- Diploma or Bachelor's Degree in Information Technology, Computer Science, Networking, Engineering, or a related field.
- Minimum 1 year of relevant experience in IT Operations & Maintenance, Data Centre Operations, Server/Network Support, or related roles.
- Experience working in a Data Centre / IDC environment is highly preferred.
- Basic knowledge of server, network, and IT infrastructure operations, including hardware installation, replacement, configuration, reboot, migration, and rack-in/rack-out activities.
- Hands-on experience with hardware troubleshooting, fault identification, equipment inspection, and basic issue resolution.
- Familiarity with IT service management, work orders, ticketing systems, incident management, and issue escalation.
- Ability to follow SOPs, work instructions, change procedures, and operational controls accurately.
- Basic understanding of spare parts management, equipment maintenance, and data centre operational procedures.
- Able to maintain accurate operation records, ticket updates, and daily/weekly operational reports.
- Good communication and coordination skills, with the ability to work with IT Operations, Facilities, vendors, and other technical teams.
- Strong sense of responsibility, attention to detail, and ability to work in a structured, process-driven environment.
- Good understanding of information security, access control, confidentiality, and EHS requirements.
- Able to work on-site at the data centre and support shift work, standby duties, or emergency activities when required.
- Good command of English for daily communication, technical coordination, and documentation. Chinese proficiency is an advantage.
