OIT - Senior SaaS Operations Engineer (3rd Party Contract - 1 Year Renewable)
Kuala Lumpur
Tetap
Sepenuh masa
23 hari lepas
About Tencent Tencent is an Internet-based platform company founded in Shenzhen, China, in 1998. We use technology to enrich the lives of Internet users and assist the digital upgrade of enterprises. Our mission is "Value for Users, Tech for Good". We embrace a culture of teamwork & creativity and are driven by our values - Integrity, Proactivity, Collaboration and Creativity. We are rapidly expanding our international operations and are looking for top talent to propel us forward. Combining the results-oriented nature of a start-up with the resources of a profitable and leading Internet company, Tencent offers a unique opportunity for aspiring individuals to thrive. About the Business Tencent Overseas IT enables Tencent's international growth by delivering secure, scalable, and intelligent enterprise IT environments. We are seeking a Senior SaaS Operations Engineer to join our on-site team in Palo Alto. You will lead the operational management, automation, and optimization of global SaaS platforms such as ServiceNow, Atlassian, Microsoft 365, Zoom, Miro, Slack, and internal tools. This full-time role requires deep technical expertise, process ownership, and cross-functional collaboration skills. You will ensure service stability, improve operational efficiency, and deliver an excellent user experience across Tencent's global SaaS ecosystem. Fluency in both English and Chinese is required. Responsibilities SaaS Platform Ownership Administer and manage Tencent's enterprise SaaS platforms including ServiceNow, Atlassian, Microsoft 365, Zoom, and Miro Handle user lifecycle management, permission structures, license allocations, and security controls Monitor platform health, troubleshoot issues, and optimize system performance Integration & Automation Design and implement API-based integrations across SaaS platforms and internal systems Automate repetitive workflows using ServiceNow Flow Designer, Power Automate, or custom scripts Document architecture, automation flows, and integration specs for ongoing maintenance License & Usage Governance Track software usage trends, optimize license consumption, and support procurement forecasting Build operational dashboards and reports for visibility and decision-making Ensure SaaS compliance and readiness for audits in collaboration with Procurement and Security teams Intelligent Operations & Self-Service Tools Develop and improve internal self-service tools (e.g., ServiceNow portals, chatbot workflows) Drive user adoption and satisfaction through intelligent automation and clear UX design Contribute to Tencent's vision of streamlined, low-touch IT operations Incident, Change, and Service Management Lead resolution of incidents related to SaaS platforms, including root cause analysis Participate in or lead change implementations across IT systems Maintain accurate documentation, SOPs, and support materials Requirements 5+ years of hands-on experience in SaaS operations, system administration, or enterprise IT engineering Deep knowledge of SaaS platforms (especially ServiceNow, Atlassian, M365, Zoom, Slack, etc.) Strong understanding of REST/SOAP APIs, JSON/XML, OAuth, and scripting (JavaScript, Python, PowerShell, etc.) Familiarity with license management, access controls, and compliance requirements Fluent in both English and Chinese, with the ability to collaborate across global teams and stakeholders Detail-oriented, proactive, and accountable in a fast-paced, high-ownership role Preferred Qualifications Experience with global SaaS service delivery and localization support Familiarity with ITIL processes for change, incident, and asset management Exposure to AI, RPA, or chatbot platforms (e.g., ServiceNow Virtual Agent, Microsoft Copilot) Experience in technology, gaming, or high-growth enterprise environments Show more Show less