APAC Production Support Analyst – Incident & Service Management

Ambition; Hong Kong; Presencial; HKD 420 000 - 640 000; Tempo integral

Resumo da oferta

Ambition is seeking an Application Production Support Analyst in Hong Kong to ensure smooth operation of critical applications. You will act as the first contact for issues, monitor production systems, and coordinate incidents to resolution while keeping stakeholders informed.

You will work with a global support network, drive RCA activities, support change management, and document procedures to improve monitoring and operational efficiency.

Qualificações

• Degree in Computer Science or related field, or equivalent work experience.
• 3–5 years in application/production support or service desk.
• Knowledge of ITIL and incident/problem management.
• Experience with ServiceNow or similar ticketing system.
• Exposure to SWIFT messaging or file transfer technologies.
• Strong communication, analytical, and problem-solving skills.
• Willingness to learn and develop new skills.

Responsabilidades

• Act as the first point of contact for application support issues, service requests, and user inquiries.
• Monitor production systems and investigate alerts to ensure platform stability and availability.
• Manage and coordinate production incidents through to resolution, providing timely stakeholder updates.
• Perform issue analysis, troubleshooting, and escalation where required.
• Support problem management and Root Cause Analysis (RCA) activities.
• Participate in change management processes, including review and validation of production changes.
• Work closely with global support teams to provide seamless follow-the-sun coverage.
• Maintain clear documentation, handovers, and operational procedures.
• Identify opportunities to improve monitoring, support processes, and operational efficiency.

Conhecimentos

Communication skills

Analytical thinking

Problem solving

Willingness to learn

Formação académica

Degree in Computer Science or related field

Ferramentas

ServiceNow

SWIFT messaging familiarity

Basic scripting

Descrição da oferta de emprego

Ambition is seeking an Application Production Support Analyst in Hong Kong to ensure smooth operation of critical applications. You will act as the first contact for issues, monitor production systems, and coordinate incidents to resolution while keeping stakeholders informed.

You will work with a global support network, drive RCA activities, support change management, and document procedures to improve monitoring and operational efficiency.