IT Service Operations Engineer

About the role

Keeta, the international brand of Meituan, is expanding globally and is looking for an IT Service Operations Engineer to own the delivery of onsite IT services across its offices in relevant countries. The role covers desktop support, IT asset lifecycle management and public IT services such as conference rooms, printers and AV, while also managing SLAs, service quality and the onsite team.

Key responsibilities

• Own the delivery of onsite IT services, including desktop support, IT asset lifecycle management and public IT services (conference rooms, printers, AV)
• Keep office IT systems and equipment in optimal condition and resolve issues quickly
• Define, track and manage service SLAs, measure performance and run improvement projects
• Use AI tools and data analysis to automate ticket triage, spot trends and predict service risks
• Improve service experience through employee interviews and ticket data, and pilot AI scenarios such as AI-assisted self-service, intelligent knowledge bases and smart diagnosis
• Manage service providers and onsite team members, including workforce planning, recruitment, training, performance appraisals and team building

Required profile

• Bachelor's degree or above, preferably in Computer Science, Information Technology or a related field
• 3+ years of experience in IT service management or onsite service operations; global work experience preferred
• Fluent English; proficiency in Chinese or Arabic preferred
• Familiarity with IT helpdesk, IT asset management and conference room operations
• Excellent communication and team management skills in a multicultural environment, strong problem-solving and project collaboration skills

Required skills

• Proficiency with AI tools such as LLM-based assistants and automation platforms
• ITSM and onsite service operations

What we offer

• The chance to reimagine traditional onsite IT services with AI and define the next-generation service model
• A rare opportunity to build and lead the onsite IT service foundation of a fast-growing international business
• A multicultural, high-growth environment with direct visibility to business stakeholders