Description and Requirements
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.
