Shenzhen, China


Information Technology



Job ID


At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products with the power to deliver a smoke-free future With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and you will have the space to move your career forward in many different areas/directions. IT at PMI PMI’s journey to a smoke-free future implies a shift from a tobacco manufacturer to a science and technology-based consumer facing organisation. Such a shift creates an abundance of unique and transformative IT projects to match all levels of skills and ambitions. You’ll feel like you’re working in a start-up – with the freedom to shape and define the future of digital, but with the support and scope of a vast global business. You’ll get a chance to work with cutting-edge technologies (e.g., Cloud, APIs, AI) as well as management practices (e.g., Agile, Design Thinking, Product Management). Our environment is fast-paced and highly collaborative. If you want the freedom to find new ways to connect with consumers, there’s no better place to progress your career. Digital at PMI is dynamic, diverse, and disruptive. Join us and become a part of a top talent team where you can bring new ideas to life in a global function that is a key driver of the success of our business. Joining Product & Operations IT Within IT, the IT Product and Operations team is an experienced, nimble & expert team composed of multiple sub streams. The main purpose of the team is to lead the digital strategy and transformation of Operations and Products functions through effective business partnering and conceptualizing, delivering and supporting state of the art and secure IT technologies across the end-to-end value chain. When you join this team, you will work closely with the IT Product and Operations leadership team and critical business stakeholders as a trusted technology partner to embed continuous innovation, work at speed and scale, develop your career in numerous directions in line with your aspirations and in a truly international and diverse context. Why join the PMI IOT Team? • A unique opportunity to co-deliver together with our Products engineering teams, the next generation reduced risks products that our consumers need to quit smoking • Use bleeding edge software and platform designs to address complex business challenges and provide our consumers with the best in class experience they are looking for Your ‘day to day’ The Service Manager IoT run & Support has accountability for the end-to-end support and operations of our global scale IoT cloud solutions, to be the point of contact for any services issues related to the platform or infrastructure which is mainly based on AWS cloud platform. He/She will manage a team of employees and consultants that builds automation and monitoring tools which ensure our global platform is up and running with maximum availability whilst proactively detecting any opportunities for improvement to enable a smooth, lean and efficient operations that detects and solves any potential issues before they can possibly affect end users. Main Accountabilities: • Manage and coordinate the L1/L2 team to handle the end-to-end IoT L1/L2 support services including incident management, triage, problem management, troubleshooting, configuration management for all IoT components • Manages internal ticketing tools and works with the L3 service team • Makes certain the end-to-end monitoring strategy for the IoT platform is being followed at application level and infrastructure level, using tools such as AWS CloudWatch, ELK/Kibana, pager duty, etc. • Acts as security first line of defense for any potential anomaly detected by the monitoring tools. Owns the triage process and root-cause analysis to quickly identify the cause of potential threats • Promotes continuous service improvement, including but not limited to standardization of monitoring logs, end-to-end performance improvements, cost reduction initiatives and fine tuning of alarms • Ensures business continuity on the IoT platform by executing the end-to-end disaster recovery plan when need arises and conducting tests periodically to secure the effectiveness of the existing tools and procedures • Works with IoT Run & Operations manager, participates in infrastructure projects, including migration or upgrade of existing tools, migration of components, AWS Accounts; ensures IoT platform is aligned and up to date with global PMI IT infrastructure strategy; oversees the release management and automation processes for the Production environment • Collaborates and interfaces with delivery, product, QA, architecture, security and wider technology, consumer and product teams and the wider PMI infrastructure team Who we are looking for: • University degree (BSc or MSc) in Computer Science / Computer Engineering / Information Systems • 5+ years of experience in L1 and L2 applications support (incident management, triage, troubleshooting, problem management) • 5+ years of experience in operations of critically important online services, with strong business and technical vision • 5+ years of experience in system administration (cloud administration, Linux environments, large scale data bases, etc.) • 5+ years of relevant experience in specific technology area(s) including AWS Cloud with a focus on IoT as well as main AWS serverless services (Lambda python and node.js, API Gateway, DynamoDB, IAM, Kinesis, IoT Core, SNS, SQS, AWS Events Bridge), Jira, Confluence, Jenkins, Bitbucket, Artifactory, CI/CD • Hands-on experiences with AWS cloud, reviews source code (python and/or node.js), and Linux /Unix environments • Exposure to Global environment, successfully delivered large solutions for consumers • AWS certified Cloud Practitioner • Proficiency in English What’s in it for you? There are many IT Organizations out there, so why should you join ours? We believe PMI IT’s true strength is fuelled by our people, and that our success depends on them coming to work every single day with a sense of purpose and an appetite for progress. We are a people first organisation committed to providing you with first-class employee journey. Here’s a glimpse of what’s in it for you upon joining us: • Work-life balance: Wellbeing comes first. We offer a fantastic office environment and Smart working options to ensure you have the best work-life balance possible • Learning & Development: Your growth is a priority. Our robust and varied learning & development ecosystem will help you strengthen your technical skills and enhance your soft skills and business acumen. The capabilities you will acquire with us will support your life-time employability within IT, PMI, and beyond • Inclusion & Diversity: Our differences - much more than our similarities - generate the innovation we are looking for. We aspire to build a diverse and inclusive organization to access the breadth and depth of thinking and sensitivity necessary to thrive Every single IT colleague is part of our Transformation journey. Join us and pursue your ambitions – our staggering size and scale provides endless opportunities to progress. If this offer resonates with you, we look forward to receiving your application and getting to know you. Together, let’s deliver a smoke free future.