Senior Systems Engineer

CSC (Corporation Service Company); Hong Kong; Hybrid; HKD 600,000 - 850,000; Full time

Job summary

The Senior Systems Engineer at CSC (Corporation Service Company) provides Tier 2 support for Laserfiche and iManage in a regulated financial services environment, focusing on stability, performance, and governance.

You will configure platforms, runbooks, and incident management, collaborating with stakeholders, security, and vendors to ensure document services meet availability and information governance requirements.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent experience.
• ITIL Foundation or higher certification is preferred.

Responsibilities

• Provide Tier 2 support for Laserfiche notified platforms and GFS applications.
• Troubleshoot across platform, integrations, authentication, permissions, and downstream dependencies.
• Administer and maintain platform configuration: repositories/workspaces, metadata, templates.
• Manage filing structures, retention settings, search/index settings, and performance tuning.
• Assist with access reviews, audits, and controls evidence (logging, traceability).
• Monitor health, performance, and availability using enterprise tools; address trends.
• Collaborate with infrastructure and business stakeholders to ensure security and compliance.

Skills

Mandarin proficiency

Laserfiche administration

iManage administration

Troubleshooting skills

Communication skills

Multi-priority management

Problem solving

Documentation

Incident management

Education

Bachelor’s degree in Computer Science/Information Systems or related field

ITIL Foundation or higher

Tools

Windows Server

APIs/integrations

Databases (SQL)

Job description

Laserfiche experience is required for this position. Mandarin proficiency is needed as well.

Intro:

The Senior Systems Engineer is a Tier 2 support role responsible for the stability, performance, and continuous improvement of the organization’s document management platforms, with a focus on Laserfiche and iManage. The role provides deep technical troubleshooting and administration, owns platform configuration and operational runbooks, and partners with business stakeholders, security, and vendors to ensure document services meet availability, compliance, and information governance requirements. This role will additionally support business‑critical applications supporting the Global Financial Solutions (GFS) business unit. This role acts as the technical escalation point from Tier 1, provides deep application and systems expertise, and partners closely with development, infrastructure, and business stakeholders to resolve incidents, prevent recurrence, and improve service quality.

The ideal candidate combines strong technical troubleshooting skills with a service‑oriented mindset and a solid understanding of financial services operational requirements.

Some of the things you’ll be doing:

Provide Tier 2 support for document management platforms (Laserfiche and/or iManage) and GFS applications, resolving incidents escalated from Tier 1 and owning issues through to closure

Troubleshoot across platform, integrations, client components, authentication, permissions, and downstream dependencies (e.g., storage, search/indexing, email, Office integrations)

Administer and maintain platform configuration including:

Repositories/workspaces, document types, metadata, templates

Filing structures, retention settings (where applicable)

Search/index settings, performance configuration, and capacity management

Implement, test, and validate configuration changes aligned to change management processes

Assist with access reviews, audits, and controls evidence (logging, traceability, change records)

Where applicable, support workflow automation and routing (e.g., approvals, records routing, notifications)

Act as an escalation point for application-related issues, ensuring timely resolution in line with SLAs and business priorities

Perform root cause analysis (RCA) for recurring or high‑severity incidents and document findings and corrective actions

Participate in major incident bridges, providing clear technical leadership and communication

Monitor application health, performance, and availability using enterprise monitoring tools. Identify trends and proactively address potential issues before they impact the business

Partner with infrastructure and platform teams to ensure systems are resilient, scalable, and secure

Support application releases, patches, and configuration changes, including validation and post‑deployment monitoring

Review and assess changes for risk and operational readiness

Collaborate closely with GFS business users to understand application usage, pain points, and operational needs

Translate business issues into technical analysis and actionable remediation

Provide clear, concise communication to both technical and non‑technical stakeholders

Create and maintain technical documentation, runbooks, and support procedures

Contribute to knowledge articles to improve Tier 1 resolution rates and reduce incident volumes

Identify opportunities to improve application reliability, supportability, and operational efficiency

Support automation efforts for monitoring, alerting, and routine operational tasks

Promote best practices in application support, security, and compliance

What technical skills, experience, and qualifications do you need?

Proficient in Mandarin (Read, Write & Speak)

Demonstrated hands‑on experience administering and supporting Laserfiche and/or iManage in a production environment

Strong understanding of document management concepts:

Metadata and classification

Search/indexing and retrieval

Permissions/RBAC models

Experience supporting end‑user and business workflows on document platforms

Strong troubleshooting skills across:

Authentication/SSO and directory services (e.g., AD/Azure AD/Entra ID concepts)

Windows Server services and application stacks

Web applications, APIs/integrations, and client components

Monitoring/logging and incident diagnostics

Strong experience supporting enterprise applications in a production environment

Solid understanding of:

Application architecture and integrations

Databases (SQL)

Operating systems (Windows)

APIs, batch processing, and job scheduling

Experience with monitoring, logging, and alerting tools

Ability to troubleshoot across application, infrastructure, and integration layers

Typically 5+ years in application support, or a similar role

Proven experience in a Tier 2 or Tier 3 support function

Experience supporting systems in a financial services or regulated environment is strongly preferred

Strong analytical and problem‑solving skills

Calm, methodical approach when working under pressure

Excellent written and verbal communication skills

Ability to manage multiple priorities and incidents concurrently

Strong sense of ownership and accountability

Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent experience

ITIL Foundation or higher

Vendor training/certification for Laserfiche and/or iManage (preferred, if available)

Microsoft / Security fundamentals certifications are a plus

Relevant technical certifications (cloud, database, OS, or application platforms) are a plus