Application Production Support Analyst

Brown Brothers Harriman & Co.; Hong Kong; On-site; HKD 270,000 - 420,000; Full time

Job summary

Brown Brothers Harriman (BBH) in Hong Kong is seeking an Application Production Support Analyst to join the Global Production Management team. You will act as a first-line contact for production issues and requests during Asia hours, and build coverage across service areas with the Asia team.

This role emphasizes incident ownership, rapid resolution, and collaboration with multiple regions. You will support ITIL processes, change and problem management, monitor health, and participate in RCA

Qualifications

• Degree in Computer Science or related field is required or equivalent work experience.
• 2–3 years of experience in application support, production support, service desk, or similar operations.
• ITIL knowledge and familiarity with incident, problem and change management.
• Experience with ServiceNow or similar incidents and problems tracking.

Responsibilities

• Serve as first-line contact for business and client inquiries, ensuring timely response on the use and status of assigned applications.
• Coordinate incident management activities, maintain incident records, provide stakeholder updates and escalate issues as needed.
• Support change management processes through participation in design reviews and validation of requirements.
• Contribute to problem management by analyzing data, identifying trends, and supporting remediation efforts.
• Monitor system health, investigate abnormalities, and collaborate with regional teams to maintain stability.

Skills

Communication

Analytical thinking

Problem solving

Team collaboration

Attention to detail

Learning agility

Education

Degree in CS or related field

Tools

ServiceNow

SWIFT messaging

Job description

At BBH, Partnership is more than a form of ownership—it is our approach to business and relationships. We know that supporting your professional and personal goals is the best way to help our clients and advance our business. We take that responsibility seriously. With a 200-year legacy and a shared passion for what's next, this is the right place to build a fulfilling career. Brown Brothers Harriman is currently recruiting an Application Production Support Analyst to join our Global Production Management team in Hong Kong.

Global Production Management (GPM) organization supports the applications and infrastructure of the firm, and provides follow-the-sun coverage across regions. As part of the Asia team, you will drive and provide support activities and services, influence stakeholders, and contribute to the coverage from the region that advances the positioning of GPM in the firm. As an Application Production Support Analyst, you will act as a first-line contact for production issues and requests during assigned shift during Asia hours, and build coverage across several service areas over time. You will share responsibility for the performance, reliability and stability of assigned applications with other members of the team. You will own incidents and service requests through resolution within defined service levels, respond to alerts on availability and performance, and coordinate with other teams when an issue needs wider production support.

Some of your key responsibilities include:

• Serve as first-line contact for business and client inquiries, and ensure a timely response on the use and status of assigned applications.
• Coordinate incident management activities, including maintaining incident records, providing stakeholder updates, and escalating issues when needed.
• Support change management processes through participation in design reviews, validation of support requirements, and review of planned changes.
• Contribute to problem management activities by maintaining data quality, analyzing metrics, identifying trends, and supporting remediation efforts.
• Monitor system health and proactively identify, investigate, and elevate abnormalities that may impact system stability or availability.
• Participate in Root Cause Analysis (RCA) investigations, validate findings, and document workarounds where appropriate.
• Support monitoring improvements and clear documentation of assigned areas.
• Provide clear handovers across regions and cover colleagues on the Asia team as required.

Knowledge, skills and abilities required:

• Strong communication skills, both oral and written.
• Communicate concisely and with clarity, regardless of form.
• Strong listening, analytical, and negotiation skills, with close attention to detail.
• Strong problem-solving and analytical skills.
• Solves difficult problems with effective solutions.
• Asks good questions and looks beyond the obvious.
• Works well in a small team and with colleagues in other regions.
• Shares information and follows through.
• Ability to stay calm under pressure and multitask effectively.
• Ability to compose, review, and edit written materials, including incident notes and handovers.

Desired Qualifications:

• Degree in Computer Science or related field and/or related work experience.
• At least 2-3 years of experience in application support, production support, service desk, or a similar operations role.
• Technical aptitude.
• Exposure to infrastructure components and basic scripting is an advantage.
• Experience with production management disciplines, including knowledge of ITIL frameworks and best practices.
• Experience with ServiceNow, or a similar tool, for Incidents and Problems tracking is preferred.
• Exposure to SWIFT messaging, file transfer, or similar technologies is preferred.
• Excellent communication skills, including the ability to influence.
• Strong analytical, problem solving and logical thinking skills.
• Readiness to learn and develop new skills.
• Ability to work under pressure.
• Experience working with a global team.

We value diverse experiences. We value diverse experiences and transferrable skillsets.

About BBH: Brown Brothers Harriman (BBH) is a premier global financial services firm, known for premium service, specialist expertise, technology solutions and partnership approach to client management. Across Investor Services and Capital Partners, we work with an enviable roster of sophisticated clients who make BBH their first call when they are tackling their hardest challenges. Delivering for our clients and each other energizes us. We believe that how we do our work is just as important as what we do. We are relentless problem solvers who know our best ideas come from collective debate and development - so we are never possessive about our ideas. Every day we come together as a diverse community of smart and caring people to deliver exceptional service and expert advice - creating success that lasts. No matter where you sit in the organization, everyone is empowered to contribute their ideas. BBHers can pick up the phone and call any colleague, and they are happy to help. Expanding your impact beyond your daily role is part of how we operate as trusted partners to one another. We believe stability is a competitive advantage, but being stable means having the knowledge, skill, and discipline to evolve, often - pushing the boundaries of innovation. As a private partnership, every investment we make is in the relationships, technologies, products and development we believe are in the long-term interests of our clients and our people. Our long-tenured leaders are experts in their areas and are actively involved in the day-to-day business, taking the time to provide guidance and mentoring to build the next generation of BBHers. Because we know, our success begins with yours.

Brown Brothers Harriman (BBH) is a global financial services firm known for premium service and specialist expertise. BBH works with leading asset managers, financial institutions, private businesses and their owners, wealthy families, and sophisticated institutional investors. As a private partnership, we are uniquely built to put clients first and create success that lasts. We believe our success starts with yours. At BBH, partnership is more than just a form of ownership - it is our approach to business and relationships. Every day we come together as a diverse community of smart and caring people to deliver exceptional service and expert advice. Across Investor Services and Capital Partners, we work with an enviable roster of sophisticated clients who make BBH their first call when they are tackling their hardest challenges. No matter where you sit in the organization, everyone is empowered to contribute their ideas and perspective. BBHers can pick up the phone and call any colleague, and they are happy to help - which is why expanding your impact beyond your daily role is part of how we operate as trusted partners to one another. Delivering for our clients and each other energizes us. We believe stability is a competitive advantage, but being stable means having the knowledge, skill, and discipline to evolve, often - pushing the boundaries of innovation. Every investment we make is in the relationships, technologies, products and development we believe are in the long-term interests of our clients and our people. Our long-tenured leaders are experts in their areas and are actively involved in the day-to-day business, taking the time to provide guidance and mentoring to build the next generation of BBHers. With a 200-year legacy and a shared passion for what's next, this is the right place to build a fulfilling career.