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: Head of IT Infrastructure, Operation & Cybersecurity

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 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 Schedule

• Working schedule may vary depending upon Business Operations

职位: IT营运支援助理经理

地点：深圳

暂定汇报线: IT基础设施、营运和网络安全主管

岗位职责：

L2应用与运维支援

• 在夜班期间，作为复杂事件和服务请求的主要升级点，从 L1 分类扩展到深度技术故障排除
• 诊断并解决业务应用、数据库、中间件、批处理作业、接口及底层基础设施（服务器、网络、存储）相关问题
• 使用企业级工具监控应用健康、系统性能及计划任务
• 执行并验证计划的运维任务、维护活动和批处理作业
• 对反复发生的问题进行根因分析（RCA）并实施预防措施
• 在知识库和事件管理系统中详尽记录解决方案

事件与问题管理

• 领导班次内重大事件响应，必要时协调L3团队、基础设施及应用供应商
• 确保事件被记录、分类、优先排序、升级（如需）并在规定的服务水平协议（SLA）内解决
• 对班次期间发现的重要或反复发生事件启动问题管理活动
• 向利益相关方和管理层清晰传达事件状态及影响

团队领导与管理

•  直接管理、指导并辅导下属IT支援专员
•  分配任务，监控工作负载，确保班次覆盖和工作效率
•  定期进行绩效评估，提供反馈并识别发展机会
•  营造积极、协作且负责任的团队氛围，尤其是在夜间工作期间
•  有效管理班次交接，确保信息顺利传递

营运卓越与流程改进

• 确保班次内遵守ITIL最佳实践（事件、问题、变更和事件管理
• 发现自动化常规任务、改进监控和提升营运效率的机会
• 参与支援流程、操作手册和知识文章的制定与优化
• 参与事后事件评审，落实经验教训

班次管理与沟通

• 可靠管理夜班运维，作为高级IT联络人
•  提供清晰简明的班次报告，汇总活动、事件、解决方案及待办事项
•  与日班IT管理层、其他支援团队及业务相关方保持有效沟通

任职资格

教育背景

• 计算机科学、信息技术或相关领域的学士学位，或具备同等实际工作经验

工作经验

• 至少5年以上IT运维或技术支援相关工作经验
•  拥有2年以上管理技术团队的经验
•  具备为多样化企业应用和基础设施提供L2支援的丰富实践经验
•  有在轮班环境工作（尤其是夜班）的经验

技术技能

• 熟悉操作系统（Windows Server、Linux/Unix）
•  扎实的网络基础知识（TCP/IP、DNS、DHCP、防火墙、负载均衡
•  有数据库系统（SQL Server、MySQL）经验，能编写基础查询
•  熟练掌握应用支援方法和故障排除技巧
•  有企业监控和告警工具的使用经验
•  熟悉IT服务管理（ITSM）工具（如ServiceNow、Jira Service Desk）
•  具备基础脚本知识（PowerShell、Python、Bash）以支援自动化者优先

软技能

• 强大的领导力与人员管理能力：能够在非正常工作时间激励、指导和培养小团队
• 优秀的问题解决与分析能力：能在压力下以逻辑方式诊断和解决复杂技术问题
• 有效沟通能力：能够清晰地向技术和非技术人员传达信息，在事件管理和班次交接中尤为重要。英语和粤语的书面及口语能力良好是必需的
• 决策能力与责任感：能够在夜班期间独立做出合理判断
• 沉着冷静：在关键事件中保持镇定和专注
• 积极主动且结果导向：主动预防问题并推动解决方案的落实
• 组织能力：出色的时间管理和任务优先级安排能力

工作时间安排

•  工作时间安排可能根据业务营运需求有所变化