Responsibilities:

Position Overview
Tencent Overseas IT is dedicated to supporting Tencent's fast global expansion by providing future-ready IT platforms, applications, and services. Our mission is to drive the strategy, architecture, roadmap, and execution of Overseas IT. We aim to deliver exceptional experiences to both internal and external customers while striving to become a world-class global IT team.

We are seeking a highly skilled IT Engineer with a strong passion for leveraging technology to solve complex challenges within IT Foundation Services. This role encompasses a wide range of responsibilities, from Foundation Support and Infrastructure Build-out to Day 1 Onboarding and continuous engagement. IT serves as a key driver in delivering essential services to both internal and external stakeholders. This position will report to IT Manager, Americas IT.

This role is pivotal in collaborating with our overseas internal and external studios, as well as HR, Finance, and various business teams, to design, plan, build, and optimize streamlined, cohesive IT frameworks. These blueprints will encompass the required solutions, platforms, applications, and processes. This essential work will support Tencent’s rapid employee and business expansion in overseas markets, including the Americas, Europe, and APAC.

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.