亚马逊Data Center Technical Support Engineering Operations Technician, AWS DCEO

THE ROLE This role will be a support engineer within the Tesla IT Infrastructure Engineering & Operations department. The Sr. Incident Response Engineer will be coordinating with cross-functional engineering teams for Incident Response & Management in terms of the high availability to Tesla Manufacturing, Business Operations, Customer Service & Experience. We help to reduce the occurrence of incidents by using efficient IT Operation monitoring, effective risk analysis and professional team collaboration. The Tesla APAC Incident Response Center is a growing team consist of professionals from diverse backgrounds, which will offer you a fantastic development environment. This role will be based on Giga Factory Shanghai, China but will provide support to Tesla Business globally considering of the growing business & great mission. RESPONSIBILITIES • Independently lead incident response and management to minimize impact and ensure optimal response times. Develop incident response plans, conduct post-mortem analyses, and organize drills to enhance preparedness. • Drive IT service management projects. Establish/optimize SOPs to reduce inter-team communication barriers, promote technical knowledge sharing, and improve team incident response capabilities. • Monitor IT infrastructure and data center operations, including servers, networks, and applications. Analyze real-time stability metrics, mitigate risks, and deliver regular operational analysis reports. • Proactively enhance team efficiency through tool automation, process refinement, and adoption of industry best practices. Support daily operations and foster a culture of continuous improvement. • Oversee infrastructure changes to minimize risks, streamline approval workflows, and ensure compliance with change management protocols.

1. Strategic Planning & Design Management - Contribute in developing comprehensive 6-8 months network implementation roadmaps aligned with AWS DC expansion targets - Create and optimize network position layouts and rack placement strategies for data centre floor space utilization - Review and contribute to High-Level Design (HLD) documentation - Coordinate with engineering teams to validate technical requirements and design specifications - Develop capacity planning models to ensure infrastructure scalability - Create standardized planning templates and methodologies for network implementations 2. Project & Resource Management - Lead end-to-end project planning for multiple concurrent network implementation initiatives - Develop and maintain detailed project schedules, milestones, and dependencies - Manage project scope, and quality parameters - Conduct risk assessments and develop mitigation strategies - Improvise and optimize planning by incorporating lessons learnt of latest deployed projects, iteratively. - Coordinate across cross-functional teams to ensure alignment on project deliverables - Track and report weekly project progress and/or otherwise informed to key stakeholders 3. Supply Chain & Inventory Planning - Develop project inventory forecasts and requirements - Optimize developed counts by utilizing prior surplus spares. - Coordinate with procurement teams for strategic resource acquisition - Manage vendor relationships and delivery schedules - Establish and stick to procurement timelines aligned with project schedules 4. Program Governance & Process Excellence - Establish and maintain project management frameworks and best practices - Develop sustainable and repeatable planning processes - Create and maintain project documentation and reporting standards - Drive continuous improvement initiatives in planning methodologies - Build and maintain stakeholder communication channels - Coordinate with regional teams for standardized planning approaches and optimized lesson learnt based iterative optimized planning.

In this role, you will be a part of the Global Business Operations team, with a particular focus on Retail Customer Care performance and decision support. Using data and quantitative techniques, the decision support team acts as a consultant to provide insights and recommendations to drive operational performance improvement at vendor and Apple contact center sites. The successful candidate will identify business problems and translate those into analytical questions, and perform thorough descriptive / predictive analysis of contact center operational metrics to advise Retail Customer Care management on operational processes and programs efficiency. The candidate should possess proven intuition for business, strong quantitative and technical background and have excellent communication skill to influence and establish relationship with wide range of cross-functional team members. RESPONSIBILITIES: Lead weekly and quarterly business reviews with collaborators and drive operational improvements by supervising primary critical metric performance across demand, staffing and quality. Perform quantitative analysis to identify trends, correlations and root causes affecting key performance indicators from achieving established goals. Based on data insights collaborate closely with site lead, area managers and vendor managers to adjust strategies and actions. Apply statistical techniques on large disparate data sources to develop automated quantitative models that will forecast quarterly critical metric targets for operational teams. Collaborate with business leaders to incorporate upcoming program change impact into the model to generate critical metric targets that align with strategic business goals, driving motivation and efficiency within operational teams. Conduct ad-hoc analyses using both structured and unstructured data and implement A/B tests to evaluate ROI and customer experience impact of staffing strategies, support case creation and evaluate efficiency of new programs. Design data models for automated reports and develop dashboards using industry standard visualization tools such as Tableau to supervise key trends of metrics and generate insights on demand, staffing and quality performance.

• Work with colo vendors to review the design for new Data Centers, including design input, submittal review and incorporating AWS products to ensure the design is meeting AWS expectations. • Act as resident engineer during new colo construction projects. Support construction, commissioning, and handover. • Troubleshoot, conduct Root Cause Analysis (RCA) and create Corrective Action (CA) documentation for site/equipment failures. • Directly support operational issues with ad-hoc training, complex operating procedure reviews, including essential equipment, and event support. • Provide technical support to the design for existing data center upgrades and design-solutions, which add capacity, improve availability, and increase efficiency. • Supporting operating partners to lead, review, and approve designs for existing co-location (colo) data center upgrades which improve availability/efficiency. • Interface with operating partners, data center design engineering team, server hardware team, environmental health and safety team to promote standards that maintain consistency and reliability in services delivered by operating partners. • Work on concurrent projects, sometimes in multiple geographical regions. • Initiate and lead engineering site audits within leased or colo data centers. Produce reports outlining risks with recommended mitigations and remediation's. • Lead complex root cause analysis for equipment failures. • Ability to develop solutions and execute plans on complex projects. A day in the life Each day you will interact with different teams responsible for all aspects of the data centers. You will prioritize your activities to support data center capacity availability and safety focusing on the actions that are most impactful. You will have the opportunity to work on projects locally and globally.