Staff IT Operations Engineer

Role Overview

This position is an operations-focused role within Coupang’s Corporate IT organization. The Staff IT Operations Engineer acts as an operations-based IT specialist, bridging high-touch local support with regional infrastructure maintenance.

This role is responsible for maintaining reliable IT services, providing high-level executive and end-user support, managing vendor relationships, and administering endpoint environments across PC, Mac, and Mobile platforms. Operating as a local subject matter expert, this role focuses on driving process improvements, managing local IT operations, and collaborating closely with global infrastructure and security teams.

Key Responsibilities

1. End-User & Executive Support

• Deliver high-touch, white-glove technical support for English-speaking VIP executives and end users.

• Provide timely issue resolution and escalation management.

• Maintain exceptional customer service and communication standards.

• Troubleshoot and resolve complex technical issues.

2. Endpoint Management

• Manage and support enterprise endpoint environments across:

• Windows PCs

• macOS devices

• iOS devices

• Android devices

• Ensure endpoint health, compliance, and operational readiness.

3. MDM & Endpoint Security

• Administer Mobile Device Management (MDM) solutions including Microsoft Intune and Jamf.

• Manage endpoint security and antivirus solutions.

• Ensure automated device configuration and security compliance.

4. Network & Server Operations

• Support identity and access management systems including:

• Active Directory

• Microsoft Entra ID (Azure AD)

• Manage user lifecycle and access provisioning processes.

• Troubleshoot basic network infrastructure issues involving:

• LAN/Wi-Fi

• TCP/IP

• Switches

• Firewalls

5. Vendor Management

• Manage relationships with hardware, software, and audiovisual vendors.

• Oversee contract execution and service delivery.

• Ensure vendor performance meets SLA targets.

6. Operational Excellence

• Identify operational bottlenecks and process improvement opportunities.

• Create, maintain, and update runbooks and operational procedures.

• Drive initiatives to improve IT service quality and efficiency.

7. Project Delivery & Execution

• Support planning, tracking, and execution of local IT projects.

• Translate project requirements into actionable tasks.

• Ensure successful and timely project delivery.

Minimum Qualifications

• 7+ years of experience in IT Operations, IT Operations Engineering, or Enterprise Helpdesk Support.

• Hands-on experience supporting and administering:

• macOS

• Windows

• iOS

• Android

• Strong experience with MDM platforms such as Microsoft Intune and Jamf.

• Experience managing enterprise endpoint security and antivirus solutions.

• Strong knowledge of:

• Active Directory

• Microsoft Entra ID (Azure AD)

• Single Sign-On (SSO)

• Multi-Factor Authentication (MFA)

• Identity and access lifecycle management

• Solid networking knowledge including:

• TCP/IP

• Wi-Fi and LAN troubleshooting

• Routing and switching fundamentals

• Network diagnostic tools

• Proven experience managing third-party IT vendors and service providers.

• Strong experience supporting executives and VIP users.

• Fluent in both English and Mandarin, with excellent written and verbal communication skills.

Preferred Qualifications

• Familiarity with workflow automation concepts, self-service portals, and script-assisted operational tasks.

• Experience identifying operational inefficiencies and implementing process improvements.

• Ability to create and maintain:

• Standard Operating Procedures (SOPs)

• Wiki knowledge bases

• User guides

• Technical documentation

• Experience working across global teams and multiple time zones.

• Familiarity with IT Service Management (ITSM) frameworks and ITIL best practices.

• Experience using ticketing platforms such as ServiceNow.

• Strong stakeholder management and cross-functional collaboration skills.

• Hands-on experience managing the full IT asset lifecycle, including:

• Asset inventory tracking

• Procurement

• Auditing

• Replenishment

• Secure asset disposal