Responsibilities:

IT Operation:

• Provide Level 2/3 support to resolve escalated technical issues.
• Troubleshoot and resolve escalated technical issues, ensuring minimal disruption to end-users.
• Collaborate with other teams to resolve complex IT issues.

Infrastructure and SaaS Management:

• Oversee the setup, management, and monitoring of various SaaS applications to ensure seamless integration with the infrastructure.
• Collaborate with vendors and SaaS providers to troubleshoot issues and implement updates or enhancements.
• Maintain secure access and identity management protocols, including Single Sign-On (SSO) and multi-factor authentication (MFA).

Automation and Efficiency:

• Develop and implement automation scripts (using tools like PowerShell, Python, or relevant SaaS APIs) to streamline repetitive tasks and support requests.
• Proactively identify and recommend process improvements to enhance support efficiency and operational reliability.

Documentation and Compliance:

• Maintain up-to-date documentation for all SaaS applications, including configuration, troubleshooting steps, and user guides.
• Ensure compliance with internal security policies and external regulations, particularly around data protection and access management.

User Support and Training:

• Conduct training sessions and create educational materials for end-users on best practices and common troubleshooting steps for SaaS applications.
• Act as a point of contact for complex support requests, providing guidance and escalation as necessary.

Collaboration and Project Support:

• Work closely with DevOps, IT, and application teams to support cross-functional IT requirements.
• Participate in planning and implementation for IT projects involving new SaaS integrations, migrations, or enhancements.

Requirements:

Who we are looking for

• Self-motivated, energetic, proactive, and passionate about ideas and technology in a fast-paced environment.
• Decisive, results-oriented, and able to maintain a positive attitude when facing challenges.
• Proven track record in delivering projects with a deep understanding of customer needs, technology, quality, speed to market, and budget.
• Extensive experience with Agile methodologies, from roadmap planning to execution.
• Strong communication, organizational, and interpersonal skills.
• Excellent critical thinking, analytical, and problem-solving abilities.
• Successful experience working with diverse global teams.
• Skilled in managing multiple tasks and projects simultaneously.
• Adaptable to evolving technologies and infrastructure environments.
• On-call availability may be required for system maintenance and incident resolution.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum 4 years of experience in IT operations.
• Proficiency in scripting and automation using tools like PowerShell, Python, Bash, etc.
• Strong problem-solving abilities with a comprehensive understanding of IT best practices.
• In-depth knowledge of Agile/Scrum project management, resource management, and change management.
• Ability to perform well under pressure, addressing diverse and dynamic challenges.
• Bilingual proficiency in English and Chinese is a plus, with the ability to effectively communicate in both languages with internal and external stakeholders.