Sr. Support Analyst, Corporate IT Support, Information Technology

CLSA; Hong Kong; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

CLSA seeks a Sr. Support Analyst to deliver production support for Corporate Applications, engaging with the Corporate IT team to monitor, diagnose, and resolve issues. The role requires strong scripting and SQL skills, plus experience with MQ/Java apps, Unix/Linux and ITIL change processes.

You will handle weekend releases, on-call coverage, and remote support via VPN, contributing to deployment automation and cross-team collaboration in a fast-paced environment.

Qualifications

• Bachelor's degree or above in Computer Science, Software Engineering or IT related area.

Responsibilities

• Understand issue criticality and manage on-time escalation to Stakeholders.
• Act on production incidents and coordinate resolutions with IT teams.
• Diagnose and resolve day-to-day system and application issues.
• Prepare and perform change releases as part of Change Management.
• Develop scripts (SQL or Linux) to monitor system health.
• Manage weekend events like software releases and BCP testing rehearsals.
• Provide on-call support after office hours and remote support over VPN.
• Automate deployment and integrate components of HR, Finance, Treasury and Compliance.

Skills

Shell scripting

Unix/Linux knowledge

SQL

Incident management

Change management

DevOps concepts

CI/CD

Git/Jenkins exposure

Communication skills

Mandarin (advantage)

Education

Bachelor's degree or above in Computer Science, Software Engineering or IT related area

Tools

Solace MQ

Java-based applications

Unix

Linux

Relational Databases

Jenkins

Docker

Kubernetes

Git

Confluence

Jira

Selenium

Job description

As a Sr. Support Analyst you’ll be responsible for production support for Corporate Applications, working actively with other team members within the Corporate IT support group.

The role will be based on HK/AU and will report to the Sr. Support Manager, Corporate IT.

Key Areas of Responsibilities

• Understanding of issue’s criticality and on-time escalation management, Incident Management communication to Stakeholders within the operational vertical.
• Acting on production incidents, managing service requests and collaborating with other IT teams for resolutions.
• Diagnose and resolve day-to-day system and application issues.
• Prepare and perform change releases as part of Change Management.
• Develop some basic scripts (SQL or Linux) to monitor the systems health.
• Manage weekend events like software releases, BCP testing rehearsals etc.
• Provide on-call support after office hours.
• Provide weekend support from office or from home over VPN.
• Build, Test and Deployment Automation of existing Manual deployment, and integration of components of HR functionality, Finance, Treasury and Compliance.

Requirements

• Bachelor's degree or above in Computer Science, Software Engineering or IT related area.
• Degree in Computer Science, Software Engineering or IT related area.
• 6 - 10 years of experience in application support.
• Scripting knowledge i.e. Shell or Unix Scripting.
• Hands-on experience in supporting and managing various applications using Solace, MQ, Java based applications.
• Hands-on experience of Unix/Linux OS, Relational Databases, SQL.
• Experience in production support like Issue communication / incident management / change management.
• Strong problem-solving and analytical skills, attention to Root Cause Analysis and focus on long term solutions.
• Capable of meeting tight deadlines and working under pressure/multi-tasking.
• Strong sense of personal responsibility and discipline.
• Good team player. Capable of working in a fast paced and dynamic environment.
• Strong desire to learn new technologies and adopt and propose best practices.
• Flexible enough in working in shift whenever needed.
• Knowledge and experience of compliance domain, Client onboarding, Trade surveillance and monitoring.
• Knowledge and experience of Finance and Treasury systems like Oracle EPM, BI, sSAP FICO interfaces.
• Knowledge of ITIL processes.
• Experience as DevOps (CI/CD/CT) / Support Engineer will be added advantage.
• Exposure to GitHub, Jenkins, Docker & Kubernetes.
• Exposure of testing automation (Selenium etc.).
• Exposure to software engineering tools/applications (like Confluence, Jira, Jenkins, Git).
• Excellent command in both written and spoken English.
• Strong command in both written and spoken Mandarin will be an advantage.