L2 Support Engineer (Private bank, fixed term contract)

Michael Page International (HK) Ltd • Contract / Project Based • Central and Western District, Hong Kong, HK • 6d ago

We are seeking an experienced L2 Application Support Analyst to provide front-line support for trading and private banking users.

Client Details

Our client is a leading international private bank, providing wealth management and investment solutions to high-net-worth clients globally.

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.

Profile

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.

Job 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!

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Agnes Chow on +85225306125.

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