Would you like to be part of a team that delivers high-quality support to our customers?
Do you enjoy being part of team that collaborates to delivers success?
About our Team
Operations, a multi-faceted entity consisting of various departments, each serving distinctive purposes, thrives on delivering high-quality outcomes swiftly and effortlessly. Their commitment to exceeding expectations goes beyond mere delivery. With a profound focus on flexibility and innovation, Operations not only ensures customer satisfaction but also delight customers by consistently surpassing their expectations in ways that are both adaptable and inventive. As a people-led function, we make continuous efforts to enable operations to become a place of great work and a great place to work!
About the Role
You will ensure timely and effective oversight and content review of the websites under your responsibility, and handle emergencies.
Core Responsibilities
Incident Emergency Response
Execute immediate containment measures (e.g., content takedown, access blocking) during critical incidents (24/7 on-call readiness).
Notify clients within 1 hour of incident detection, providing:
Incident scope and impact
Actions taken
Preliminary root cause
Collaborate with clients to develop/execute recovery plans and conduct post-incident reviews.
Proactive Risk Monitoring & Scanning
Conduct scheduled scans using third-party content security tools across multiple client-hosted websites.
Analyze scan reports to identify risks, including but not limited to politically sensitive content, spam, ads, and policy violations.
Perform preliminary risk assessments and prioritize issues.
Client Communication & Issue Resolution
Generate clear, actionable reports detailing risks and remediation steps.
Proactively notify clients of identified issues, explaining impacts and coordinating fixes.
Track client remediation progress and validate resolutions.
Compliance Operations
Enforce content moderation policies for user-generated content (UGC).
Maintain audit logs of scans, incidents, and client communications.
Configure and optimize scanning tools/rules for evolving threats.
Reporting & Documentation
Document all operations: scan results, client interactions, incident timelines.
Submit weekly/monthly risk trend reports to management.
Experience Requirements
Essential:
3–5 years in web hosting operations, Content Moderation, compliance, or client-facing technical roles in China.
Experience with ticketing systems (e.g., Jira) and monitoring tools.
Basic knowledge of web technologies (HTML, CMS, DNS).
Preferred:
Hands-on experience with security scanners and content screening tools.
Relevant experience in comparable positions within multinational companies operating in China, preferably in web hosting operations, content moderation or compliance.
Background in multi-client environments (MSPs, cloud/SaaS providers).
Incident response participation (e.g., security breaches, content takedowns).
Technical Skills
Tools:
Advanced proficiency in third-party content scanners (configuring, interpreting reports).
Mastery of MS Office Suite (Excel for data analysis, Word for reporting).
Technical Knowledge:
Understanding of content risk and China network regulatory frameworks (e.g., MPLS).
Operations:
Strict adherence to SOPs for scans, escalations, and incident playbooks.
Soft Skills (Critical)
Crisis Communication:
Ability to convey urgency clearly to clients during incidents while maintaining professionalism.
Client Management:
Empathetic, solution-oriented dialogue for sensitive issues (e.g., compliance violations).
Languages:
Ability to smoothly read English web sites and write emails in English.
Ability to conduct oral English dialogs with global teams.
Ability to talk with Chinese customers in standard mandarin.
Execution Under Pressure:
Rapid decision-making during emergencies with minimal supervision.
Detail Orientation:
Zero-error tolerance in documentation and action execution.
Multi-Tasking:
Manage parallel client workflows with competing priorities.
Additional Requirements
Work Model:
Flexibility for 24/7 shift coverage during critical incidents.
Compliance:
Strict adherence to data confidentiality (client/CII data).
Mindset:
Proactive risk hunting, not just reactive monitoring.
High level of ethics and integrity
Work in a way that works for you
We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive
Working for you
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
Medical and Life Insurance: Coverage for Medical and life risk.
Long-Service Award: Recognition for loyalty and dedication.
Marriage and New Baby Gifts: Celebratory tokens for special life events.
Festivals and Birthday Gifts: Spreading joy on occasions that matter.
Annual Medical Check-up: Prioritizing employee well-being through regular health check-ups.
Flexible Benefits via CIIC Platform: Personalized benefits accessible through a user-friendly platform.
Paid Time Off: Annual Leave, Flex Family Care Leave, Birthday Leave, Marriage Leave, Compassionate Leave, Medical and Hospitalization Leave, Examination Leave Gazetted Public Holiday
Family Care leave (Maternity/Paternity Leave and Adoption Leave)
About the Business
A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
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