IT Operations Engineer

About the Role

We are seeking a highly skilled and proactive IT Operations Engineer to join our dynamic team, responsible for ensuring the seamless operation and maintenance of our critical business systems. This role is pivotal in supporting and enhancing our Lenovo business systems, industrial gateways, WES/WCS warehouse systems, and AGV dispatching systems. The ideal candidate will act as a technical liaison between our organization and OEM vendors, troubleshooting complex cross-system issues, and driving continuous improvement through system upgrades and user requirement analysis. If you are passionate about multi-system software operations and thrive in a collaborative, fast-paced environment, this position offers an exciting opportunity to make a significant impact.

Key Responsibilities

The IT Operations Engineer will play a central role in maintaining the health and efficiency of our IT infrastructure. Your responsibilities will include:

• Multi-System Software Operations & Maintenance:
  • Monitor and maintain the daily operations of Lenovo business systems, self-developed industrial gateways, WES/WCS warehouse systems, and AGV dispatching systems.
  • Collaborate with OEM technical teams, including Lenovo, Leshines, WCS, and AGV vendors, to resolve cross-system interface issues, data transmission failures, task dispatching errors, and business process blockages.
  • Support system version upgrades, conduct on-site validations, and gather user requirements to drive continuous product improvement.
• Software-Hardware Joint Troubleshooting:
  • Work closely with network and hardware engineers to diagnose software communication failures caused by servers, switches, wireless networks, or automation equipment.
  • Identify root causes across software logic, data anomalies, network links, and hardware defects, and drive issue resolution with clear ownership.
  • Produce detailed post-mortem reports for AGV and automation equipment failures, and refine troubleshooting procedures to prevent recurrence.
• Server & Software Infrastructure Operations & Maintenance:
  • Assist with routine health checks, log analysis, and data backup validation for Windows/Linux servers in collaboration with infrastructure teams.
  • Monitor high availability (HA) status, handle system crashes, and resolve service startup failures at the software level.
  • Ensure scheduled backups and validate backup integrity for all warehouse systems, maintaining comprehensive logs for compliance purposes.
• End-User Software Support:
  • Resolve software issues for warehouse PCs, PDAs, scanning terminals, and production line devices, including EWM/WES login errors and printing failures.
  • Collaborate with upstream systems to address interdependent problems and ensure smooth operations.
  • Manage terminal software deployment, permission configurations, and network onboarding for new devices.
• Documentation & Asset Management:
  • Maintain accurate system interface inventories, software version logs, troubleshooting records, and standard operating procedures (SOPs).
  • Update system topology diagrams, interface mapping tables, and configuration documents to reflect the latest system states.
• Emergency Response & Cross-Team Coordination:
  • Provide 7×8 on-site standby support for production line software failures, ensuring rapid recovery and minimal downtime.
  • Establish and maintain a structured troubleshooting mechanism to meet operational service level agreements (SLAs).
  • Escalate critical issues to technical support teams in China and coordinate with network/hardware teams for joint resolution.
  • Standardize operations and maintenance procedures for third-party vendors and conduct regular status synchronization meetings.

Qualifications & Skills

To excel in this role, you should possess the following qualifications and technical competencies:

Education & Experience

• Bachelor’s degree or higher in Computer Science, Software Engineering, Logistics Automation, Mechatronics, Network Engineering, or a related field.
• 1–3 years of hands-on experience in WMS/WCS/WES, AGV dispatching, or industrial gateway system implementation and on-site operations and maintenance.
• Prior experience in automated production lines or overseas project sites is highly desirable.
• A foundational understanding of servers, networking, and automation hardware is preferred.

Technical Skills

• Software Operations & Maintenance: Ability to read interface logs and message payloads, and independently troubleshoot cross-system data exchange and API errors.
• Server & Systems: Solid understanding of WES/WCS/AGV business logic, capable of handling routine process failures independently.
• Server & Systems Operations: Hands-on experience with Windows and Linux basic operations, including system log analysis, service status monitoring, and performance metric evaluation.
• Hardware Collaboration (Nice to Have): Familiarity with high availability (HA) and backup fundamentals to support joint diagnostics with network/hardware engineers.
• End-User Support (Nice to Have): Basic awareness of networking and automation hardware to assist in troubleshooting PC/PDA terminal and warehouse software issues, as well as terminal software deployment.

Language & Soft Skills

• Working proficiency in English (reading, writing, and speaking) to interpret technical documentation and effectively coordinate with overseas vendors and contractors.
• Willingness to relocate long-term to Saudi Arabia and adapt to on-site emergency response schedules.
• Strong problem-solving mindset with the ability to coordinate across multiple vendors and functions.
• Quick learner with the capacity to master complex multi-system architectures and refine operational procedures.
• Attention to detail and a commitment to maintaining high standards in documentation and system reliability.