IT系统运维工程师（2027届)

Key Responsibilities BAU Application Support • Deliver BAU support for AML systems including transaction monitoring, name screening, and risk scoring. • Monitor system availability, batch jobs, interfaces, alerts, and data feeds in line with agreed SLAs. • Perform proactive health checks and preventive maintenance to minimize incidents. • Ensure timely and accurate processing of AML alerts and system output for client operations teams. Incident, Problem & Service Management • Own and manage production incidents and service requests logged by user. • Perform impact assessment, root cause analysis, and resolution within contractual SLA timelines. • Coordinate with intenral teams (local IT, infrastructure, DBA) and third party vendors to resolve complex issues. • Provide clear, timely communication to client stakeholders on incident status and resolution progress. Client & Stakeholder Management • Act as a single point of contact for client AML system BAU issues. • Participate in client meetings, service reviews, and operational governance calls. • Build strong working relationships with client Compliance, Operations, and Technology teams. • Manage client expectations while maintaining service quality and contractual compliance. Change, Release & Configuration Support • Support minor enhancements, configuration changes, and AML scenario/rule updates. • Assist with UAT coordination, regression testing, and production deployments. • Validate configuration changes to ensure compliance with client AML policies and regulatory requirements. Data, Reporting & Regulatory Support • Perform data analysis using SQL or system tools to investigate alerts, system issues, and data discrepancies. • Prepare operational MI, SLA reports, incident summaries, and performance metrics for clients. • Support regulatory exams, audits, and client reviews by providing system evidence, logs, and documentation. Documentation & Knowledge Management • Maintain and update client specific runbooks, SOPs, and BAU support documentation. • Contribute to knowledge bases to improve support efficiency and reduce recurring issues. • Identify continuous improvement opportunities across processes, automation, and service delivery. Service Delivery & SLA Accountability • Ensure adherence to contractual SLAs, KPIs, and service quality standards. • Support transition activities during client onboarding, system upgrades, or scope changes. • Escalate risks, capacity constraints, and service concerns to vendor management proactively. Job Requirements: • Bachelor’s degree in IT, Computer Science or related discipline. • Solid SQL skills for troubleshooting, data validation, and analysis. • Familiarity with Windows environments, batch scheduling, and system interfaces. • Experience with ITSM tools (ServiceNow, JIRA). • Fluent spoken and written English is mandatory for client communication, incident reporting, documentation, and service governance meetings. • Cantonese proficiency (spoken) is preferred to support HK business. • Shift based support and on call rotation may be required.