About this role

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.

Application Support (Client Facing)