L2 Support Engineer (Private bank, fixed term contract)

Michael Page International (Hong Kong) Limited; Hong Kong; On-site; HKD 300,000 - 420,000; Full time

Benefits offered by this job

Generous annual leave

MPF contributions

Gratuity benefits

Job summary

Michael Page International (Hong Kong) Limited invites applications for an L2 Application Support Analyst in a private bank. This is a 1-year fixed-term contract with gratuity, based in Hong Kong, offering exposure to wealth management environments.

You will provide Level 2 support for banking applications, investigate incidents, coordinate with Level 3 teams and vendors, perform root-cause analyses, monitor production, support daily batch processes, and ensure SLAs are met.

Qualifications

• Minimum 3–5 years of experience in Application Support or Production Support.
• Experience supporting banking or financial services applications preferred.
• Strong troubleshooting across IT systems and applications.
• Experience with incident management and ticketing tools such as ServiceNow or Jira.
• Fluent English in speech and writing; Cantonese/Mandarin advantageous.

Responsibilities

• Provide Level 2 support for banking applications and services, ensuring timely investigation and resolution of incidents.
• Analyze, diagnose, and troubleshoot complex technical and application-related issues.
• Manage incident escalations from Level 1 and coordinate with Level 3 teams and vendors.
• Monitor application performance, system availability, and operational processes to ensure service stability.
• Support daily production activities, including batch processing and health checks.
• Ensure incidents and service requests meet SLAs and maintain documentation.

Skills

Application Support

Production Support

Incident Management

ServiceNow/Jira

Banking domain

Job description

• L2 Application Support Analyst in a private bank
• 1 year fixed term contract with gratuity

About Our Client

Our client is a leading international private bank, providing wealth management and investment solutions to high-net-worth clients globally.

Job Description

As a Support Engineer, your main responsibilities will include:

• Provide Level 2 support for banking applications and services, ensuring timely investigation and resolution of incidents.
• Analyze, diagnose, and troubleshoot complex technical and application-related issues.
• Manage incident escalations from Level 1 support and coordinate with Level 3 teams and vendors when required.
• Conduct root cause analysis and implement preventive measures to reduce recurring issues.
• Monitor application performance, system availability, and operational processes to ensure service stability.
• Support daily production activities, including batch processing, system health checks, and operational readiness.
• Ensure incidents and service requests are resolved within agreed service levels (SLAs).
• Maintain accurate support documentation, knowledge articles, and operational procedures.
• Work closely with front office, middle office, operations, and other business users to understand and address support requirements.
• Provide clear and timely communication during incidents, outages, and service disruptions.
• Collaborate with project managers, developers, and infrastructure teams to support application releases and system enhancements.
• Participate in change, deployment, and release activities to ensure smooth implementation with minimal business impact.
• Perform post-release validation and production support during system upgrades and project rollouts.
• Identify operational risks and provide recommendations to improve system reliability and support processes.
• Ensure support activities comply with internal policies, audit requirements, and banking regulatory standards.
• Maintain appropriate documentation, incident records, and audit trails.
• Support internal and external audit activities when required.

The Successful Applicant

A successful candidate should have:

• Minimum 3-5 years of experience in Application Support, Production Support, IT Operations, or Technical Support.
• Experience supporting banking or financial services applications is highly preferred.
• Exposure to private banking or wealth management environments is advantageous.
• Strong troubleshooting and problem-solving skills across applications and IT systems.
• Experience with incident management and ticketing tools such as ServiceNow, Jira, or equivalent platforms.
• Understanding of system integrations, databases, and application environments.
• Familiarity with Windows, Linux, SQL, and basic scripting is an advantage.
• Proficient in Microsoft Office applications.
• Excellent verbal and written communication skills.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Strong client service orientation and ability to manage multiple priorities under pressure.
• Fluent English, both written and spoken.
• Cantonese and/or Mandarin proficiency is advantageous.

What’s on Offer

• Generous annual leave entitlement to support work-life balance.
• Access to MPF contributions and gratuity benefits.