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.
Role Purpose
L2 Application & Operational Support:
- Act as the primary point of escalation for complex incidents and service requests during the night shift, moving beyond L1 triage to deep technical troubleshooting.
- Diagnose and resolve issues related to business applications, databases, middleware, batch jobs, interfaces, and underlying infrastructure (servers, network, storage).
- Monitor application health, system performance, and scheduled jobs using enterprise tools.
- Execute and verify scheduled operational tasks, maintenance activities, and batch processing.
- Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
- Document solutions thoroughly in the knowledge base and incident management system.
Incident & Problem Management:
- Lead the response to major incidents during the shift, coordinating with L3 teams, infrastructure, and application vendors as needed.
- Ensure incidents are logged, categorized, prioritized, escalated (when necessary), and resolved within defined SLAs.
- Initiate Problem Management activities for significant or recurring incidents identified during the shift.
- Communicate incident status and impact clearly to stakeholders and management.
Team Leadership & Management:
- Directly manage, mentor, and coach subordinate IT Support Specialists.
- Assign tasks, monitor workload, and ensure shift coverage and productivity.
- Conduct regular performance reviews, provide feedback, and identify development opportunities.
- Foster a positive, collaborative, and accountable team environment, especially during challenging night hours.
- Manage shift handovers effectively, ensuring seamless transition of information.
Operational Excellence & Process Improvement:
- Ensure adherence to ITIL best practices (Incident, Problem, Change, Event Management) during the shift.
- Identify opportunities to automate routine tasks, improve monitoring, and enhance operational efficiency.
- Contribute to the development and refinement of support procedures, runbooks, and knowledge articles.
- Participate in post-incident reviews and implement lessons learned.
Shift Management & Communication:
- Reliably manage the night shift operations, acting as the senior IT point of contact.
- Provide clear and concise shift reports summarizing activities, incidents, resolutions, and pending items.
- Maintain effective communication with daytime IT management, other support teams, and business stakeholders as required.
Qualifications
Education:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
Experience:
- Minimum of 5+ years of experience in IT operations or technical support roles.
- Proven experience (2+ years) in a leadership or supervisory capacity, managing technical staff.
- Extensive 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:
- Strong understanding of operating systems (Windows Server, Linux/Unix).
- Solid knowledge of networking fundamentals (TCP/IP, DNS, DHCP, Firewalls, Load Balancers).
- Experience with database systems (SQL Server, MySQL) and writing basic queries.
- Proficiency in application support methodologies and troubleshooting techniques.
- Experience with enterprise monitoring and alerting tools.
- 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:
- Strong Leadership & People Management: Ability to motivate, guide, and develop a small team during off-hours.
- 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.
- Decision Making & Accountability: Ability to make sound judgments independently during the night shift.
- Calm Under Pressure: Maintains composure and focus during critical incidents.
- Proactive & Results-Oriented: Takes initiative to prevent issues and drives resolutions.
- Organizational Skills: Excellent time management and ability to prioritize tasks effectively.
Work Environment & Physical Demands:
- Working schedule may vary depending upon Business Operations
Your Future Work Life
- Fly anywhere we fly for free with your friends and family to explore the world
- Hybrid working with flexibility in workplace and working hours to foster work-life harmony
- Open office to collaborate, connect and share great ideas
- Energetic and multicultural teammates from up to 50 nationalities!
- Company-organized shuttle buses connecting the workplace with major locations in the HK Island, Kowloon and N.T.