Application Support (Client Facing)

Hong Kong Island, Hong Kong SAR, Hong Kong

Application Support (Client Facing)

Job Description

Core Responsibilities

Client Triage & Resolution: Serve as the primary point of contact for external counterparties. You will take end-to-end ownership of support tickets, ensuring timely resolution and a high standard of client satisfaction.

System Readiness & Monitoring: Execute critical morning checks to verify application stability before market open. Proactively monitor platform health throughout the day to preempt potential issues.

Incident Management: Rapidly identify, troubleshoot, and escalate platform incidents. You will collaborate with product and engineering teams to drive root-cause analysis and ensure swift system recovery.

Operational Excellence: Lead internal projects to enhance log collection tools, optimize alerting systems, and maintain comprehensive platform documentation within the Atlassian suite (Jira/Confluence).

Qualifications & Requirements

Experience: 3–6 years of professional experience in Application Support, IT, or Financial Services.

Communication: Exceptional client-facing skills with the ability to manage external stakeholders professionally. Fluency in written and spoken English is essential.

Technical Proficiency

SQL: Strong ability to write queries for database investigation and data extraction.

Linux: Solid command of the Linux CLI for navigating servers and analyzing logs.

Preferred Skills: Exposure to Python scripting, FIX connectivity, or log aggregation tools such as Kibana or Splunk.

Mindset: A methodical problem-solver who can track complex issues to completion while building trusted partnerships with clients.

Schedule & Logistics

Shift Patterns: This role operates on a rotating basis

Early Shift: 08:00 – 17:00

Late Shift: 10:30 – 19:30

Public Holidays: Occasional coverage of Hong Kong public holidays is required, managed through a fair internal team rotation.

Required Skills

Readiness Data Kibana Technical Proficiency Database Connectivity Support Incident Management Swift Operational Excellence Splunk Financial Services Logistics Analysis Investigation Checks Ownership Partnerships Servers Confluence Linux JIRA Documentation Engineering SQL Python English Communication Management

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