- 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.
If you are passionate about technology and seek to make a meaningful impact in the financial services industry, apply now to join the team as a Support Engineer in Hong Kong!
Contact: Agnes Chow
Quote job ref: JN-062026-7042407
