How Zhejiang Mobile Revamped IT Operations with AIOpsDev and SRE

Department Announcement – The San Dun IT team officially launched the Technical Operations Department and Technical Support Department, marking a move away from passive, ticket‑driven maintenance toward a proactive, code‑centric operational model.

The new approach embraces AIOpsDev, combining AI, automation, and development practices to replace repetitive manual tasks, improve operational efficiency, and enhance user experience.

Operational Challenges – Rapid growth in service boundaries, increasingly complex fault isolation, frequent development iterations, exploding data volumes, and rigid organizational structures have strained traditional operations.

These challenges stem from a mismatch between cloud‑native architectures and legacy operational practices.

Historical Evolution

Before 2016: Mechanical, ITIL V2‑based processes focused on standardizing workflows; achieved ISO 20000 and ITSS compliance.

After 2016: Shift to system, control, and information theory; introduced digital twins and code‑driven operations, emphasizing automation over manual effort.

2018: Established the first SRE team within the group, launched tools such as XianZhi, TianYan, WuJian, and ShenZhou, and began integrating AI into operational workflows.

2020: Created two new departments in the Information Technology Division, accelerating digital transformation and reinforcing the mission of the operations team.

AIOpsDev Strategy – The transformation requires coordinated advances in philosophy, platform, skills, and organization. Zhejiang Mobile follows an “Operation‑CTO” roadmap to digitize operations, build capability platforms, foster skill development, and adopt agile structures. AI is used to automate fault detection, analysis, and resolution across hundreds of scenarios.

New technologies such as gray‑scale releases, chaos engineering, dual‑plane construction, graphics computing, and AI‑driven customer service have been introduced, resulting in a ten‑fold reduction in system failures and a significant boost in online operational capacity.

The team also shares its operational expertise with other provinces and industry conferences, positioning itself as a pioneer in digital operations.

Future Vision – By embracing cloud‑native principles and continuous innovation, the department aims to become the guardian of project delivery, safety production, operational ecosystem, and capability evolution, driving the company’s broader digital transformation.