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Technical Services & Application Support Manager, MNC Payment Services

Recruit Logic Hong Kong
Posted 2 days ago Hybrid Permanent HK$60k - HK$70k
Posted by
Ken Lam
Application Support Team Lead, leading 7-10 staff. Familiar with SQL, Windows, Unix, Linux, Shell scripting

About the Role


Based in Hong Kong, you will be working as part of a global management team responsible to provide a continuous positive customer experience.


Duties will include team management, customer engagements & escalations along with incident management and possibly other projects. Although travel is not common, there may be opportunities to travel internationally for special events and corporate functions.


What to expect:

  • Manage a team of approx. 7-10 staff members and run team meetings across APAC
  • Hire, reward, coach, motivate and develop staff in order to have qualified, competent and motivated employees with an open communication culture
  • Encourage and promote a continuous improvement mind-set related to Support related Services (tools, processes, knowledge)
  • Act as the management point of contact for any large problem or disaster and initiate (preventive) actions in response to incidents.
  • Act with integrity, respect & fairness and show genuine interest in people and explain the intent behind the goals.
  • Work as a Support Duty manager who manages service/client incidents.
  • Ensure the quality of services by monitoring the level of services provided, analyzing trends, correcting deficiencies/ deviations.
  • Ensure readiness of staff, processes and tools to support new products and services.
  • Besides office hours, there will be weekends, early hours, as well as Support Duty Manager rotation (no night shift) with pay and holiday compensations.


What will make you successful?

  • University degree in IT/Engineering or equivalent
  • 5-10 years of experience in a similar managerial role with customer interaction and exposure
  • Excellent presentation & briefing skills in English (spoken & written), proficient in Chinese will be great advantage
  • Autonomous, driven, with strong ability to quickly adapt and respond to change.
  • Customer oriented and quality mindset – we continually strive to deliver true customer value.
  • Open-minded, solutions oriented, and a true team player – gaining energy through collaboration with others


Technical skills & knowledge :

  • Strong understanding of Networking technologies and trouble-shooting.
  • Experienced with general application support concepts and fault isolation.
  • Experienced with Salesforce or other similar ticketing applications.
  • Knowledge of common Operating systems
  • Knowledge of API's
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