Specialist, IT Operation Support - Shenzhen (IT营运支援专员 - 深圳)

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.

Location: Shenzhen, China

Reporting line: Assistant Manager, IT Operation Support

Role Purpose

Proactive 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.

Compliance & Best Practices

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

Qualifications

Education:

• 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 Schedule:

• Working schedule may vary depending upon Business Operations.
• Night shifts will be required.

职位: 資訊科技营运支援专员

地点: 深圳

暂定汇报线：IT 营运支援助理经理

岗位职责

主动监控与事件响应

• 使用工具监控应用程序、服务器、数据库、网络和批处理作业
• 响应警报、进行初步分类并在服务等级协议 (SLA) 范围内解决 L1/L2 事件
• 将未解决的问题上报给 L3/供应商团队，并提供详细文档

技术支援与故障排除

• 诊断/解决以下相关问题： 企业应用程序（例如 ERP、CRM、定制应用程序 操作系统 (Windows/Linux)、数据库 (SQL/MySQL)、中间件和网络 批处理作业、文件传输 (SFTP) 和脚本故障
• 执行计划的操作任务（例如备份、作业运行、修补

事件与问题管理

• 使用 ITSM 工具（例如 ServiceNow/JIRA）记录/跟踪事件
• 记录根本原因并将其添加到已知错误数据库 (KEDB)
• 协助解决重复出现的问题

营运维护

• 执行健康检查、日志审查和预防性维护
• 在维护时段内支援变更实施
• 验证变更/更新后的系统稳定性

协作与知识共享

• 与日班团队协调，实现无缝交接
• 更新运行手册、知识库和轮班日志

合规性与最佳实践

• 遵守 ITIL 流程（事件、问题、变更管理）
• 遵守安全协议和审计要求

任职资格:

教育背景：计算机科学、信息技术或相关领域文凭，或同等实践经验

经验：

• 至少 2 年以上 IT营运或技术支援经验
• 拥有为各种企业应用程序和基础设施提供 L2 支援的实际经验
• 具备轮班工作经验，尤其是夜班

技术技能：

• 了解操作系统（Windows Server、Linux/Unix）
• 了解网络基础知识（TCP/IP、DNS、DHCP、防火墙、负载均衡器）
• 熟悉数据库系统（SQL Server、MySQL）并具备编写基本查询的经验
• 熟悉 IT 服务管理 (ITSM) 工具（例如 ServiceNow、Jira Service Desk）
• 具备自动化脚本编写基本知识（PowerShell、Python、Bash）者优先

软技能：

• 卓越的问题解决和分析能力：能够在压力下以合理的方式诊断和解决复杂的技术问题
• 有效沟通：能够清晰地与技术和非技术受众进行口头和书面沟通，这在事件管理和交接班过程中至关重要。必须具备良好的书面和口头表达能力，并精通英语和粤语
• 积极主动，注重结果：主动预防问题并推动解决方案

工作时间安排：

• 工作时间可能因业务营运而异
• 需要輪夜班