Application Support Analyst (Perm, FS)

Robert Half Hong Kong Limited; Hong Kong; On-site; HKD 300,000 - 600,000; Full time

Job summary

Robert Half Hong Kong Limited is seeking an experienced Incident & Request Manager to join our IT operations team in Hong Kong. You will act as the first line of contact for production and application issues, ensuring timely resolution within service levels and coordinating across global teams.

You will monitor system health, investigate anomalies, support change and problem management, and maintain clear operational documentation.

Qualifications

• 3 years of hands-on experience in application support, production support, or service desk.
• Experience in financial services is preferred.
• Familiarity with ITIL frameworks and ServiceNow or similar incident tracking tools.
• Good command of English and Chinese (Mandarin or Cantonese).

Responsibilities

• Serve as the first-line contact for production/application issues and service requests.
• Monitor system health and respond to alerts to maintain platform stability.
• Coordinate incident management workflows and escalate to wider teams.
• Support change and problem management through reviews and data analysis.
• Maintain clear handover procedures and operational documentation.

Skills

Application support

Production support

Service desk

ITIL

ServiceNow

Tools

ServiceNow

Job description

The Company

Our client is a global financial services firm.

The Role

• Incident & Request Management: Serve as the first-line contact for production/application issues and service requests during assigned shifts, ensuring timely resolution within defined service levels
• System Monitoring & Stability: Monitor system health, respond proactively to alerts on availability and performance, and investigate abnormalities to protect platform stability
• Cross-Functional Coordination: Coordinate incident management workflows, elevate complex issues to wider support teams, and participate in Root Cause Analysis investigations and workarounds
• Change & Problem Management: Support change management processes through design reviews and validation, while contributing to problem management by analysing trends and maintaining data quality
• Operational Documentation: Maintain clear handover procedures across global regions and ensure documentation standards are upheld

Your Profile

• 3 years of hands‑on experience in application support, production support, service desk; experience working in financial services
• Familiarity with infrastructure components, basic scripting, and ITIL frameworks/best practices. Tools experience such as ServiceNow (or equivalent incident tracking platforms) is preferred.
• Prior exposure to financial technologies such as SWIFT messaging or file transfer protocols is advantageous
• Good command of English and Chinese (Mandarin or Cantonese)