Position Description
This role is responsible for providing application and production support for Wealth Management business systems, with a particular focus on extended-hours trading support and cross-time-zone operational coverage.
As Wealth Management business continues to expand its service window — including the launch of 5x24 U.S. equities trading — timely IT support outside Hong Kong business hours has become increasingly important. An Australia-based resource will help strengthen the WM IT support model by providing earlier-day coverage before the Hong Kong market opens and improving responsiveness during non-Hong Kong hours.
You will work closely with business users, development teams, infrastructure teams, and external vendors to ensure stable production operations, timely incident handling, and continuous support for Wealth Management applications across regions and time zones.
The role title will be offered in accordance with the candidate’s experience and capabilities:
- Candidates with stronger production support and issue management experience may be appointed at a more senior support level.
- Candidates with broader technical and operational exposure may also take on additional responsibilities in system monitoring, release support, and service improvement.
Key Areas of Responsibilities
Application / Production Support Responsibilities
- Provide day-to-day production and application support for Wealth Management business systems, including trading, brokerage, account servicing, and digital client platforms.
- Support extended-hours business activities, especially 5x24 U.S. equities trading, and provide early-day operational support before Hong Kong market open.
- Monitor system health, application status, interfaces, scheduled jobs, and key business processes to ensure stable production operations.
- Perform first-level issue triage, incident analysis, and troubleshooting for production problems; coordinate timely follow-up and resolution.
- Handle production incidents, service requests, and operational enquiries from business users in a responsive and structured manner.
- Support daily operational routines including health checks, restart / recovery procedures, validation of business flows, and issue follow-up.
Incident / Service Management Responsibilities
- Track and manage incidents, problem records, and service issues through to closure, with clear communication to stakeholders.
- Coordinate with development, infrastructure, database, network, cybersecurity, and vendor teams to resolve production issues efficiently.
- Escalate critical incidents, risks, and unresolved issues where necessary, with appropriate impact assessment and follow-up.
- Support post-incident reviews and root cause analysis, and track remediation / preventive actions to closure.
- Maintain clear operational logs, support records, and status reporting for management and business stakeholders.
Technical / Operational Collaboration Responsibilities
- Work closely with development and architecture teams to support issue diagnosis, solution validation, and operational readiness.
- Support production releases, deployment checks, environment validation, and post-release monitoring.
- Maintain and enhance support documentation, operational runbooks, troubleshooting guides, and knowledge repositories.
- Identify recurring issues, operational bottlenecks, and automation opportunities to improve support efficiency and overall platform resilience.
- Contribute to continuous improvement of the WM support model across systems, regions, and time zones.
Requirements
- Bachelor’s degree or above in Computer Science, Information Technology, Engineering, Finance, or related discipline.
- Minimum 3 years’ experience in application support, production support, or IT operations within securities, brokerage, trading, banking, or wealth management domains. (Candidates with less experience may be considered for a junior appointment.)
- Solid understanding of production support processes, incident management, service monitoring, and operational controls.
- Familiarity with Linux / Unix commands, SQL, log analysis, and basic scripting for troubleshooting and operational support.
- Experience supporting trading platforms, brokerage systems, market data systems, or other business-critical financial applications is preferred.
- Strong analytical and problem-solving skills, with the ability to work under pressure and prioritize effectively in a live production environment.
- Strong sense of ownership, accountability, and responsiveness in handling production issues.
- Excellent communication and coordination skills; proactive, highly responsible, and capable of managing cross-team collaboration across time zones.
- Fluent in English and Mandarin.
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