Global IT Application Production Support Analyst

Michael Page (Hong Kong); Hong Kong; On-site; HKD 420,000 - 540,000; Full time

Job summary

Michael Page (Hong Kong) seeks a proactive Application Production Support Analyst to join a global technology operations team supporting critical applications used by business users across regions.

You will act as primary operational contact for incidents, coordinate with development, infrastructure, and business teams, and contribute to continual service improvements through monitoring, analysis, and runbooks.

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering, or related discipline.
• 3-5 years of experience in Application Support, Production Support, IT Operations, Service Desk, or a similar technical support environment.
• Fluent in English and Chinese.

Responsibilities

• Act as the primary operational contact for application-related incidents, service requests, and production enquiries.
• Investigate and resolve application issues within agreed service levels, coordinating with development, infrastructure, and business teams when required.
• Monitor application performance, system availability, and operational alerts to proactively identify and address potential risks.
• Manage and communicate production incidents, ensuring stakeholders are kept informed throughout the issue lifecycle.
• Support root cause investigations and contribute to the implementation of preventative measures and permanent fixes.
• Participate in change and release activities, ensuring operational readiness and supportability of new deployments.
• Analyse operational data and trends to identify opportunities for service enhancements and process improvements.
• Maintain accurate documentation, support procedures, knowledge articles, and operational runbooks.
• Collaborate closely with colleagues across global locations to ensure seamless handovers and continuous service coverage.
• Contribute to initiatives that improve monitoring, automation, stability, and overall customer experience.

Skills

Troubleshooting

Analytical skills

Stakeholder communication

English and Chinese

Incident management

ITIL knowledge

Global team collaboration

Education

Bachelor's degree in Computer Science/IT/Engineering

Tools

ServiceNow

Job description

Michael Page (Hong Kong) seeks a proactive Application Production Support Analyst to join a global technology operations team supporting critical applications used by business users across regions.

You will act as primary operational contact for incidents, coordinate with development, infrastructure, and business teams, and contribute to continual service improvements through monitoring, analysis, and runbooks.