• 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!