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End User Support Engineer (ITSM) - financial institution

The company is a leading financial institution with solid business in Hong Kong and across the globe.

Responsibilities

  • Ensure high availability, performance, and reliability of production systems and services
  • Perform incident management, including triage, escalation, resolution, and root cause analysis (RCA)
  • Manage and execute ITSM processes such as Incident, Problem, Change, and Service Request Management
  • Own and maintain ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management), including workflows and ticket quality
  • Coordinate change management activities, including risk assessment, CAB participation, and post-change reviews
  • Drive problem management processes to identify recurring issues and implement long-term fixes
  • Define and monitor SLAs, OLAs, and KPIs, ensuring service performance targets are met
  • Automate routine operational tasks using scripts and tools to improve efficiency
  • Collaborate with development, security, and support teams to ensure smooth service delivery (DevOps practices)
  • Manage backup, disaster recovery, and business continuity plans
  • Maintain system documentation, runbooks, knowledge base articles, and standard operating procedures
  • Ensure compliance with security policies, audit requirements, and regulatory standards

Requirements
  • Bachelor's degree in Computer Science, Information Technology, or related field; certified in ITIL
  • 5-10 years of experience in IT operations, infrastructure, or system operations engineering roles
  • Hands-on experience with ITSM frameworks (ITIL) and processes (Incident, Problem, Change, Request Management)
  • Experience working with ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management)
  • Familiarity with networking concepts (TCP/IP, DNS, firewalls, load balancers)
  • Experience with monitoring and logging tools (e.g., Prometheus, Nagios, Splunk, ELK)
  • Proficiency in scripting (PowerShell, Bash, Python) and automation tools
  • Strong troubleshooting, problem-solving, and analytical skills
  • Strong communication skills in both Cantonese and English for end-user support