Specialist, IT Operation Support

Hong Kong
Permanent
Full-time

4 days ago

HK Express is Hong Kong’s first and only low-cost carrier, always offering great value, affordable fares on one of the youngest and most modern aircraft fleets in the world.Like you, and just like many people across Asia, we love to travel and discover new places across the world’s most diverse and dynamic region; and at HK Express, we’re opening up new travel experiences that inspire and invigorate millions of people across the region we’re proud to call home. Everything we do is focused on encouraging the spirit of adventure. Our routes provide the inspiration and spontaneity to try somewhere new, disrupting monotonous modern life. As we continue to open up new routes, often in secondary and emerging destinations, our passengers will gain access to an incredible range of places, exploring hidden gems and experiencing local cultures.We have a diverse and vibrant team that embodies the adventurous spirit of our customers, and loves to travel too. Join us in this journey to make your career even more fulfilling and rewarding.Role PurposeProactive Monitoring & Incident Response

Monitor applications, servers, databases, networks, and batch jobs using tools.
Respond to alerts, perform initial triage, and resolve L1/L2 incidents within SLAs.
Escalate unresolved issues to L3/vendor teams with detailed documentation.

Technical Support & Troubleshooting

Diagnose/resolve issues related to:
Enterprise applications (e.g., ERP, CRM, custom apps).
OS (Windows/Linux), databases (SQL/MySQL), middleware, and networks.
Batch jobs, file transfers (SFTP/FTPS), and script failures.
Execute scheduled operational tasks (e.g., backups, job runs, patching).

Incident & Problem Management

Log/track incidents via ITSM tools (e.g., ServiceNow/JIRA).
Document root causes and contribute to Known Error Databases (KEDB).
Assist in problem resolution for recurring issues.

Operational Maintenance

Perform health checks, log reviews, and preventive maintenance.
Support change implementations during maintenance windows.
Validate system stability post-changes/updates.

Collaboration & Knowledge Sharing

Coordinate with day-shift teams for seamless handovers.
Update runbooks, knowledge bases, and shift logs.
Mentor junior staff and share technical insights.

Compliance & Best Practices

Adhere to ITIL processes (Incident, Problem, Change Mgmt).
Follow security protocols and audit requirements.

QualificationsEducation:

Diploma in Computer Science, Information Technology, or a related field, or equivalent practical experience.

Experience

Minimum of 2+ years of experience in IT operations or technical support roles.
Hands-on experience providing L2 support for diverse enterprise applications and infrastructure.
Demonstrated experience working in shift environments, particularly night shifts, is essential.

Technical Skills

Understanding of operating systems (Windows Server, Linux/Unix).
Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, Firewalls, Load Balancers).
Experience with database systems (SQL Server, MySQL) and writing basic queries.
Familiarity with IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Desk).
Basic scripting knowledge (PowerShell, Python, Bash) for automation is a plus.

Soft Skills

Excellent Problem-Solving & Analytical Skills: Logical approach to diagnosing and resolving complex technical issues under pressure.
Effective Communication: Clear verbal and written communication for technical and non-technical audiences, crucial during incident management and shift handovers. Good command in both written and verbal, English and Cantonese is a must.
Proactive & Results-Oriented: Takes initiative to prevent issues and drives resolutions.

Work Environment & Physical Demands

Working schedule may vary depending upon Business Operations

Your Future Work Life

Fly anywhere we fly for free with your friends and family to explore the world
Hybrid working with flexibility in workplace and working hours to foster work-life harmony
Open office to collaborate, connect and share great ideas
Energetic and multicultural teammates from up to 50 nationalities!
Company-organized shuttle buses connecting the workplace with major locations in the HK Island, Kowloon and N.T.

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