IT Application & Production Support - Financial Services

Michael Page International (HK) Ltd; Hong Kong; In loco; HKD 240.000 - 360.000; Tempo pieno

Descrizione del lavoro

Michael Page International (HK) Ltd seeks an Application Production Support Analyst to join a global technology operations team. The role focuses on incident management, production support, and service delivery across multiple regions.

You will collaborate with international colleagues to maintain system reliability, drive continuous service improvement, and ensure critical apps stay available and performant.

Competenze

• Bachelor's degree in CS/IT/Engineering or related field.
• 3–5 years in Application/Production Support, IT Operations, or Service Desk.
• Strong troubleshooting and analytical skills for complex issues.
• Excellent written and verbal communication with technical and non‑technical stakeholders.
• Experience with IT service management processes (Incident, Problem, Change).
• Fluent in English and Chinese.

Mansioni

• Act as the primary operational contact for incidents, service requests, and production inquiries.
• Investigate and resolve issues within SLA, coordinating with dev, infra, and business teams.
• Monitor performance, availability, and alerts to proactively address risks.
• Manage and communicate production incidents, keeping stakeholders informed throughout the lifecycle.
• Support root cause investigations and contribute to permanent fixes and preventative measures.
• Participate in change and release activities to ensure operational readiness.

Conoscenze

Incident management

ITIL v3/v4

ServiceNow

Communication

Analytical thinking

English & Chinese

Formazione

Bachelor's degree in Computer Science / IT / Engineering

Strumenti

ServiceNow

Monitoring tools

Automation scripting

Descrizione del lavoro

• 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.

Looking for a team player who has IT Production Support experience Previously worked in multinational buyside / asset management firms

This role is ideal for someone who enjoys troubleshooting complex issues, collaborating with international stakeholders, and ensuring business-critical systems remain stable, available, and performing at their best. Working within a follow-the-sun support model, you will play a key role in incident management, operational excellence, and continuous service improvement.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 3-5 years of experience in Application Support, Production Support, IT Operations, Service Desk, or a similar technical support environment.
• Strong troubleshooting and analytical skills with the ability to diagnose and resolve complex issues.
• Excellent verbal and written communication skills with confidence interacting with both technical and non-technical stakeholders.
• Ability to work effectively in a fast-paced, deadline-driven environment while managing multiple priorities.
• Experience working within IT service management processes such as Incident, Problem, and Change Management.
• Familiarity with ITIL principles and operational best practices.
• Exposure to ServiceNow or similar ITSM platforms is advantageous.
• Basic scripting, automation, database, infrastructure, or system administration knowledge would be beneficial.
• Experience supporting financial services, enterprise applications, SWIFT messaging, file transfer platforms, or mission-critical systems is an advantage.
• Demonstrated ability to collaborate within geographically dispersed global teams.
• A continuous learning mindset and willingness to develop new technical skills.
• Fluent in English and Chinese

We are seeking a proactive and technically minded Application Production Support Analyst to join a high-performing global technology operations team supporting critical applications used by business users and clients across multiple regions.

• Be part of a globally connected technology operations team.
• Gain exposure to enterprise-scale applications and critical business services.
• Work alongside experienced professionals across multiple international locations.
• Play an important role in enhancing system reliability, operational efficiency, and client experience.