Application Support specialist (Perm, up to 45k)

Morgan McKinley; Hong Kong; On-site; HKD 350,000 - 520,000; Full time

Job summary

Morgan McKinley is seeking an Application Production Support professional to join its global team in Hong Kong. You will provide follow-the-sun support to ensure stability, performance, and reliability of key financial applications across Asia hours.

Responsibilities include acting as the primary contact for inquiries, monitoring health, coordinating RCAs, and supervising controlled production releases. Excellent problem-solving skills and bilingual communication are required.

Qualifications

• Bachelor's degree in Computer Science or equivalent with 3 years of experience in application or production support within financial services.
• Solid understanding of ITIL methodologies and incident management.
• Strong troubleshooting skills and ability to work under pressure in a global team.
• Fluent English and Chinese (written and spoken).

Responsibilities

• Serve as the first-line point of contact for business and client inquiries, owning incidents within SLAs via ServiceNow.
• Proactively monitor system health, investigate performance issues, and respond to availability alerts.
• Assist with RCA investigations, document workarounds, and drive remediation.
• Participate in design reviews, validate production support readiness, and oversee controlled releases.
• Perform shift handovers across regions and coordinate with cross-functional teams during incidents.

Skills

Application support

Production support

ITIL

English & Chinese

Education

Bachelor's degree in Computer Science

Tools

ServiceNow

SWIFT

SFTP

Job description

About the Role

The hiring company is seeking an Application Production Support to join global team in Hong Kong. You will provide follow-the-sun support, ensuring the stability, performance, and reliability of key financial applications across Asia hours.

Key Responsibilities

• Serve as the first-line point of contact for business and client inquiries. Own, track, and resolve incidents and service requests within established SLAs using platforms such as ServiceNow.
• Proactively monitor system health, investigate performance anomalies, and respond swiftly to availability alerts.
• Assist with Root Cause Analysis (RCA) investigations, document temporary workarounds, evaluate operational metrics, and drive issue remediation.
• Participate in design reviews, validate operational support readiness, and oversee controlled production releases.
• Perform thorough shift handovers across regions and coordinate with cross-functional engineering teams during critical incidents.

Requirements

• Bachelor's degree in Computer Science (or equivalent) with 3 years of experience in application support, production support, or IT operations within financial services.
• Solid understanding of ITIL methodologies. Exposure to enterprise infrastructure, basic scripting, SWIFT messaging, or secure file transfer protocols is advantageous.
• Strong troubleshooting skills with a methodical approach to diagnosing complex technical issues.
• Fluent English communication skills (written and spoken) and chinese
• Proven ability to work under pressure and collaborate effectively within a distributed global team.