IT Application Operations Engineer (with L1 Support)

Job Summary:

We are seeking a motivated Junior to Mid-Level Application Operations Engineer to support our global business systems. This role focuses on ensuring system stability, providing operational support, and driving continuous improvement in our overseas IT environment.

Key Responsibilities:

1. Responsible for the operation and maintenance of overseas-related systems, providing IT support services for various business operations, and coordinating internal resources to deliver business requirements.
2. Ensure the stable operation of application systems; identify system risks from perspectives such as application architecture, monitoring, capacity, and performance; and drive optimization solutions to continuously improve system stability.
3. Support changes to business systems and foundational services, ensuring system stability throughout the change process.
4. Responsible for handling business system incidents on a 7*24 basis, including responding to and escalating critical, complex, and major incidents.
5. Responsible for major application system fault response, escalation, follow-up, rapid diagnosis, resolution, user follow-up, and driving the implementation of fault improvement measures.
6. Responsible for 7*24 monitoring duty (covering both application operations and infrastructure components), handling system alerts, abnormal events, and escalating infrastructure component exceptions.
7. Service Quality Management:

• Handle post-incident ticket management and quality inspection for business system event tickets.
• Track and analyse metrics for business system event tickets, including satisfaction rate, timely resolution rate, first-contact resolution rate, and conduct analysis of negative feedback.

Operational Efficiency Improvement:

• Lead optimization initiatives for business system incident operations to reduce incident volume.
• Establish proactive prevention mechanisms and utilize data analysis to reduce the recurrence rate of known issues.

Qualifications & Requirements:

1. Minimum of 3 years of relevant industry experience.
2. Proficient in the deployment, monitoring, and tuning of Java application servers such as Tomcat, Nginx, and Apache. In-depth understanding of the Java Virtual Machine (JVM) with the ability to independently troubleshoot and resolve application performance issues.
3. Proficient in Linux operating systems with substantial Linux OS management experience. Familiar with scripting languages like Shell/Python and related automation technologies.
4. Familiar with distributed and microservices architectures, with hands-on experience using common distributed components like Redis and Zookeeper.
5. Strong troubleshooting skills with a proven ability to perform emergency handling and restore services rapidly.
6. Solid database management skills, familiar with MySQL, MongoDB, etc., including experience in SQL optimization, backup, and recovery.
7. Ability to independently develop and customize monitoring solutions.
8. Professional working proficiency in English is required. Chinese communication skills are a strong plus, with reading and writing abilities being prioritized.
9. Strong customer service orientation, communication, and interpersonal skills.
10. Familiarity with ITIL frameworks and principles.
11. Ability to work effectively under pressure and willingness to work within a 7*24 shift schedule.
12. Excellent coordination and communication skills, adept at collaborating with project teams and other departments to proactively drive task progress while ensuring service stability.