Application Production Support

Ambition; Hong Kong; On-site; HKD 540,000 - 740,000; Full time

Job summary

Ambition in Hong Kong is seeking an experienced Application Production Support Analyst to join a global technology operations team within a fast-paced financial services environment. You will act as the primary contact for production-related issues, monitor performance, and coordinate resolutions across ITIL-aligned processes.

You will work with cross-functional teams, manage incidents end-to-end, and contribute to continuous service improvement while ensuring seamless follow-the-sun coverage

Qualifications

• Bachelor's degree in Computer Science, IT, or related discipline.
• 2–5 years in Application/Production Support or IT Operations.
• Strong troubleshooting and analytical skills across multiple systems.
• Experience with ticketing systems like ServiceNow or Jira and ITIL processes.
• Ability to work under pressure in high-availability production environments.

Responsibilities

• Provide front-line support for business-critical applications and act as primary contact for production issues.
• Monitor application and system performance, proactively identifying incidents before users are affected.
• Investigate, troubleshoot, and coordinate resolution of application and infrastructure-related issues.
• Manage incidents throughout their lifecycle with clear communication and escalation.
• Collaborate with development, infrastructure, and business teams to resolve complex issues.
• Participate in change management activities including release reviews and post-deployment validation.

Skills

Application Support

Production Support

ServiceNow

Jira

ITIL

Troubleshooting

Stakeholder Management

Education

Bachelor's degree in Computer Science / Information Technology

Tools

SQL

PowerShell

Unix/Linux

Windows

Job description

An excellent opportunity for an Application Production Support Analyst to join a global technology operations team supporting business-critical applications within a fast-paced financial services environment.

Key Responsibilities

• Provide front-line support for business-critical applications and act as a primary point of contact for production-related issues.
• Monitor application and system performance, proactively identifying and resolving incidents before they impact users.
• Investigate, troubleshoot, and coordinate the resolution of application and infrastructure-related issues.
• Manage incidents throughout their lifecycle, ensuring accurate communication, timely escalation, and adherence to service-level agreements.
• Collaborate with development, infrastructure, and business teams to resolve complex technical issues.
• Participate in change management activities, including release reviews, implementation support, and post-deployment validation.
• Conduct root cause analysis and implement preventative measures to reduce recurring issues.
• Maintain operational documentation, support procedures, and knowledge base articles.
• Support problem management initiatives and contribute to continuous service improvement projects.
• Work closely with global teams to ensure seamless follow-the-sun support coverage.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.
• 2-5 years of experience in Application Support, Production Support, Service Desk, or IT Operations environments.
• Strong troubleshooting and analytical skills with the ability to diagnose technical issues across multiple systems.
• Excellent communication and stakeholder management skills.
• Experience working in a ticketing environment such as ServiceNow, Jira, or similar platforms.
• Familiarity with incident, problem, and change management processes.
• Understanding of ITIL principles and best practices.
• Ability to work effectively under pressure in a high-availability production environment.
• Experience supporting enterprise applications within the financial services sector is advantageous.

Preferred Technical Skills

• Experience with application monitoring and alerting tools.
• Knowledge of SQL and database troubleshooting.
• Basic scripting capabilities using PowerShell, Shell, Python, or similar technologies.
• Exposure to middleware, file transfers, APIs, and enterprise application architecture.
• Familiarity with Windows and/or Linux environments.
• Experience supporting payments, custody, capital markets, or other financial systems would be advantageous.