IT Support Analyst for Security Financing

IT Support Analyst for Security Financing

IT (Information Technology) Contractor / Temp Hong Kong, Hong Kong Hybrid Reference 25000CTH Start date 2025 / 08 / 01 Publication date 2025 / 06 / 11

Responsibilities

• Deliver Level 1 and Level 2 technical support to front-office users of critical information systems supporting Equity Prime Brokerage and financing activities.
• Analyze and document end-user issues, assess their criticality and priority, and resolve them effectively.
• Escalate complex issues to higher support levels when necessary, ensuring timely and accurate feedback to users.
• Translate recurring problems into actionable user stories, adding them to the product backlog for prioritization and task planning.
• Provide regular updates to management on incidents and issues, ensuring strict compliance with technology processes for incident, problem, and request management.
• Leverage technical expertise to design and enhance monitoring systems using available tools, ensuring they align with business needs.
• Proactively identify opportunities to improve monitoring efficiency and take the initiative to implement enhancements.
• Lead investigations to resolve technical issues independently, utilizing strong UNIX and SQL skills to analyze system errors, generate reports, and debug code.
• Collaborate with developers to enhance the core systems supporting business activities
• Actively contribute to Follow-the-Sun support model by collaborating with global teams in other regions, and cover in Asia early shift.
• Maintain open communication with end users, providing timely updates on escalated issues and resolutions.
• Coordinate with technology and infrastructure teams to address client needs, expectations, and concerns.
• Identify risks and opportunities in daily operations, taking proactive steps to mitigate risks and enhance efficiency.
• Support peers and team members as needed, fostering a collaborative and supportive work environment.
• Operate independently to assist end users promptly and effectively, demonstrating a high degree of autonomy and accountability.
• Exhibit curiosity and an open-minded approach to rationalize and improve existing systems and processes.
• Foster a culture of collaboration, knowledge sharing, and continuous learning within the team.

Profile required

Behavioral Skills