IT Service Lead

Job Summary
We are looking for a Service Engineer Lead to oversee service reliability, UI Quality-related operations, project execution, customer engagement, and day-to-day team coordination.
This role will lead operational activities such as incident response, on-call support, release validation, and vulnerability remediation while coordinating cross-functional teams, managing delivery progress and risks, and maintaining effective customer communication.
The role may also support team staffing processes and other operational activities as business needs evolve.
Key responsibilities
Lead UI Quality-related service operations, including on-call rotations, live-site incident response, IcM coordination, issue mitigation, and post-incident follow-up.
Coordinate DevOps and release activities, including deployment validation, release verification, operational troubleshooting, and rollback readiness.
Drive vulnerability remediation activities, including dependency upgrades, security fixes, image rebuilds, and compliance follow-up.
Coordinate end-to-end testing, release validation, defect follow-up, and test automation to improve service quality and testing efficiency.
Plan and coordinate project execution with engineering, operations, and other global teams across regions and time zones, including schedules, risks, dependencies, resource needs, status reporting, and delivery milestones.
Serve as a key point of contact for customers, understand their requirements, communicate progress and risks, and coordinate timely issue resolution.
Establish and continuously improve team processes, documentation, communication mechanisms, and delivery standards.
Support recruitment coordination, onboarding, offboarding, handover, team administration, and other reasonable operational needs.
Required skills and qualification
Bachelor's degree or above.
3+ years of service delivery, project management, operations management, customer support, or related management experience.
Experience creating and maintaining project plans, delivery schedules, risk and dependency registers, status reports, and action and issue logs for multiple workstreams, including assigning owners and deadlines, escalating blockers, and tracking issues through resolution.
Experience leading customer communications, presenting delivery progress and risks, and coordinating actions across customers and internal teams.
Good written and verbal English communication skills, coupled with fluent Mandarin listening and speaking abilities.
Availability to collaborate with global and cross-regional teams across multiple time zones when required.
Preferred qualification
Team management or people management experience.
Experience coordinating recruitment, staffing, onboarding, offboarding, handover, or team administration.
Familiarity with Microsoft Azure, Azure DevOps, Docker, Kubernetes, and Python programming or scripting.
Experience with incident response, release coordination, testing, vulnerability remediation, or production service operations.
Hands-on experience leveraging AI-powered tools such as GitHub Copilot or ChatGPT to improve productivity and operational efficiency.

Work arrangement
No