美团IT Service Operations Engineer
任职要求
Bachelor's degree or above, preferably in Computer Science, Information Technology, or related fields. At least 3 years of experience in IT service management, with overseas work experience preferred. Fluency in both Chinese and English, or Arabic and English, for effective communication is preferred. Familiar with the processes and technologies related to desktop operations, asset management, and conference room operations.Advantage with ITIL and PMP certifications. Excellent communication and team management skills, capable of working in a multicultural environment. Strong problem-solving skills、quick response capabilities and project collaboration skills.
工作职责
We are seeking an experienced IT Onsite Service Lead to manage our onsite IT service teams abroad. The candidate should have the capability to handle desktop operations, asset management, conference room operations, and other related tasks. This position will ensure that all IT systems and equipment in our offices are maintained in optimal condition and that any issues are swiftly and effectively resolved. Key Responsibilities: Manage onsite services at offices, including but not limited to desktop operations, IT asset services and management, and maintenance of public IT services. Manage service SLAs, track and measure performance status, drive improvement projects, and ensure delivery quality. Understand the needs of onsite services through employee interviews ,ticket analysis, and continuously drive the improvement of IT service experience and product experience by optimizing and iterating service processes. Manage service providers and service team member including but not limited to workforce planning, recruitment, skills training, daily management, performance appraisal, and personnel development and replacement.
Product Testing, Procurement, and System Integration Validate local products based on headquarters' architecture standards and execute procurement and device purchases. Collaborate with headquarters and local service providers for the purchase, installation, configuration, and upgrade of network equipment and low-voltage systems. Manage system integration projects to ensure solutions align with headquarters' technical requirements and optimize execution according to local needs. IT Infrastructure and Network Management Develop and implement localized IT solutions, ensuring maintenance and operations align with headquarters standards. Monitor office network quality using headquarters' tools, gather user feedback, and implement improvements. Track, manage, and inventory local IT infrastructure resources, resolve application issues, and ensure infrastructure integrity. Service Management and Coordination Manage onsite services including desktop operations, IT asset management, and maintenance of public IT services. Coordinate local service provider resources for rapid problem resolution and efficient use of personnel and equipment. Manage service SLAs, track performance, drive improvement projects, and ensure delivery quality. Standard Procedures, Reporting, and Team Management Provide standard operating procedures and documentation support, regularly report progress on localized solutions to headquarters. Understand onsite service needs through employee interviews and ticket analysis, continuously improve IT service and product experiences. Manage service providers and team members, including workforce planning, recruitment, training, performance appraisal, and personnel development.
Product Testing, Procurement, and System Integration Validate local products based on headquarters' architecture standards and execute procurement and device purchases. Collaborate with headquarters and local service providers for the purchase, installation, configuration, and upgrade of network equipment and low-voltage systems. Manage system integration projects to ensure solutions align with headquarters' technical requirements and optimize execution according to local needs. IT Infrastructure and Network Management Develop and implement localized IT solutions, ensuring maintenance and operations align with headquarters standards. Monitor office network quality using headquarters' tools, gather user feedback, and implement improvements. Track, manage, and inventory local IT infrastructure resources, resolve application issues, and ensure infrastructure integrity. Service Management and Coordination Manage onsite services including desktop operations, IT asset management, and maintenance of public IT services. Coordinate local service provider resources for rapid problem resolution and efficient use of personnel and equipment. Manage service SLAs, track performance, drive improvement projects, and ensure delivery quality. Standard Procedures, Reporting, and Team Management Provide standard operating procedures and documentation support, regularly report progress on localized solutions to headquarters. Understand onsite service needs through employee interviews and ticket analysis, continuously improve IT service and product experiences. Manage service providers and team members, including workforce planning, recruitment, training, performance appraisal, and personnel development.
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.
