Job Description:

Act as a support analyst for a managed service project and coordinates with Application Lead on IT service management and help facilitate compliance to the agreed service levels.

Responsibilities:

• Responsible for second level support of wide range technology-based business solutions, especially for core operation system.
• Responsible for planning, scheduling, time tracking and monitoring for overall application incidents, service requests and changes
• Coordination and Liaison with offshore support team to resolve technical issue and deliver application solutions
• Coordinate requirement consolidation and analysis for technical changes
• Timely respond to client’s requests, escalation from support team
• Troubleshooting and investigation on the incidents/problems
• Provide high quality 7x24 on-call support services
• Responsible for tailoring standard process for application development
• Improve Application team’s process and productivity and coordinate the activities related to facilitate the Application Development team improvement.
• Work with Application Delivery Lead and providing overall support governance

Requirement:

• Degree holder preferably in Computer Science or related disciplines
• Familiar with incident support & application development life cycle
• Experience in technical/ UI analysis and integration testing
• 4-6 years’ experience of IT support
• Coordination experience is required and able to lead a team of off-shore developer
• Strong client facing skills
• Excellent communication skills in Cantonese and Mandarin
• Strong trouble shooting skill