IT Operations Engineer (Data Center)

Responsible for delivering on-site IT operations and maintenance services across overseas data center sites/regions. Lead and manage on-site teams to ensure SLA achievement, operational excellence, security and compliance, and high customer satisfaction.

Key Responsibilities

Manage on-site IT operations and maintenance services for one or multiple overseas data center sites/regions, ensuring service delivery meets agreed SLAs and operational standards.

Lead and manage on-site operations teams, including recruitment, workforce planning, shift scheduling, training, performance management, cross-cultural collaboration, talent development, and team culture building.

Act as the primary point of contact for customers, including major internet and cloud service providers such as ByteDance and Alibaba. Understand customer requirements, manage changes, incidents, problems, and customer expectations, and provide practical and feasible solutions.

Ensure on-site teams properly follow customer-defined SOPs, MOPs, EOPs, and other operational procedures. Develop and maintain knowledge bases, operational documentation, and emergency response plans.

Coordinate 24/7 incident response and lead major incident management, including RCA, CAPA, post-incident reviews, and continuous improvement initiatives.

Ensure compliance with security and regulatory requirements, covering physical security, data security, EHS, customer audits, and applicable local regulations.

Provide operational guidance and support to personnel responsible for IT asset-related activities and ensure proper handling of asset-related issues.

Drive automation, operational efficiency, cost optimization, and continuous improvement while strengthening the technical and operational capabilities of the team.

Support the team in resolving manpower and resource supply issues to ensure sufficient operational coverage.

Requirements

Minimum 5 years of experience in data center on-site IT operations, with at least 2 years of team management experience. Experience managing multiple sites, overseas operations, or remote teams is highly preferred.

Fluent in Mandarin, English, and Malay, with strong communication skills to effectively liaise with clients and stakeholders from diverse cultural backgrounds across different regions.

Familiar with data center operational standards, processes, and SLA requirements of leading internet companies and cloud service providers.

Experience in new data center/site transition, takeover, or operational handover is preferred.

Strong technical knowledge in at least 1-2 of the following areas: server hardware, Linux, GPU, networking, or structured cabling, with the ability to provide technical training and guidance to team members.

Familiar with ITIL, ITSM, SOP/MOP/EOP, DCIM, monitoring systems, and out-of-band management tools.

Willing to undertake work permit/visa arrangements, overseas assignments, business travel, and on-call duties as required.

Good understanding of IT asset lifecycle management and the ability to provide appropriate guidance on asset-related incidents and operational issues.

Strong communication, leadership, problem-solving, and cross-cultural collaboration skills, with a strong sense of security, compliance, and operational responsibility.