Senior Application Support Officer
Sylvia Master Limited
Sham Shui Po
source :

Store System Solution)

Location : Lai Chi Kok

Contract : 1 year

Working Time : Mon to Fri 9am to 6pm

Standby mode - Sat, Sun & Public Holiday (will have a roster arrangement for teammate)


  • Responsible to handle escalated Store Front End Application L1 and L2 technical issues and incidents, troubleshoot and ensure that the incident could be resolved in a timely fashion to reduce causing major impacts to the business's operations
  • Monitor and ensure that both SLA and KPI are align with the agreed standards
  • Ensure that external vendors fulfill the agreed SLA. Arrange meeting, review and negotiate any service agreements if needed
  • Formulate, define and maintain a series of support strategies with an aim to deliver the highest standard of end user support services, such as workflows, escalation protocols, and etc
  • Be the lead to look after system support & maintenance & negotiate with other parties, including IT, business users and vendors

  • Bachelors degree in Computer Science, or a related discipline with 5 years relevant experience
  • Excellent experience 2nd tier support, solid SQL skills are a must and C# skills a bonus
  • Assist to formulate and continuously enhance support strategy for higher efficiency and effectiveness
  • Strong vendor management skill for 1st tier outsourcing parties
  • Take ownership of production issues and provide incident management
  • Able to feedback and liaise with development team to enhance both new or existing system
  • Assist to standardize application support workflow for new business and application system
  • Experience in F&B and retail industry is a plus
  • Immediate available preferred

  • Well organized, detail-minded with good interpersonal skills
  • Self-motivated, able to work independently and willing to learn
  • Excellent communication skills in English, Cantonese and Mandarin is a plus
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