Application Support (EQ Sales & Research)

Summary:

We are seeking an experienced professional to join the Global Market Sales & Research application production support team. You will be responsible for providing functional and technical support for Cash Equity Sales & Research businesses, particularly vendor and Global in-house Research and Client Management systems. This role combines production support with business analysis to ensure the smooth operation and resolution of technical issues for internal clients.

Responsibilities:
• Provide functional and technical support for Research Website, CRM, Research workflow, and distribution systems.
• Collaborate closely with vendors, global development, and support teams to deliver functional and technical requirements.
• Conduct system Quality Assurance Testing and assist with User Acceptance Testing (UAT); manage production deployment and system upgrades.
• Analyze business requirements and offer support and solutions.
• Assist with project rollouts and communicate timelines to business stakeholders.
• Manage and track daily production issues and user requests, ensuring effective resolution and timely communication.
• Regularly interact with business users, development teams, and infrastructure teams regarding system-related issues and enhancement requests.
• Maintain high system availability through continuous monitoring of operations and performance.
• Coordinate with IT Security and Infrastructure teams to maintain platform integrity.
• Follow ITIL Application Support methodologies for incident and system change management.
• Participate in support rosters, including shift duty, weekend, and holiday work as required.

Requirements:
• Degree in IT or Computer Science with 8+ years of experience in software development and support.
• Experience with process automation using Python and Shell scripting.
• Proficiency with web-based applications, web analytics, and data security.
• Hands-on experience with SQL, Excel/VBA, and Java.
• Familiarity with Linux and Windows OS.
• Exposure to system monitoring tools such as Dynatrace and Geneos.
• Working in a fast-paced environment is a plus.
• Strong communication and interpersonal skills.
• Excellent problem-solving skills.

Qualifications:
• 8+ years of relevant experience in software development and support.
• Proficiency in Python, Shell scripting, SQL, Java, Excel/VBA.
• Familiarity with ITIL Application Support methodology.
• Good command of English and Mandarin.
• Strong technical problem-solving abilities.