Solve client incidents/issues and provide application/maintenance support for client in Hong Kong.
Regularly monitor Silva tickets for UiPath-related issues, ensuring follow-ups adhere to SLA.
Conduct thorough troubleshooting and problem resolution for escalated incidents, including identifying coding issues.
Oversee the resolution process for incidents requiring IBM intervention until fully resolved.
Complete assigned tasks (BAU, ad-hoc requests, enhancements) efficiently, and communicate updates proactively to relevant stakeholders.
Conduct impact and root cause analysis on tickets and provide timely progress updates.
Assist in deploying code to the production environment in accordance with Change Management processes, including coding, testing, and preparing necessary documentation.
Maintain and update application-related documents, such as the Application Information Document (AID) and Application Support and Control Plan (ASCP).
Participate actively in team meetings, including incident handling and root cause analysis discussions.
Adhere to AXA's incident, change, and problem management workflows.
Share technical insights and continuous improvement suggestions with the Team Lead and Tech Lead to enhance productivity.
Facilitate knowledge transfer regarding application code to L1/L2 support teams.
Requirements:
Bachelor’s degree in IT, Information Systems, or a related field.
Proficient in written English and Chinese; fluent in spoken English and Mandarin, with good Cantonese skills.
1-3 years of IT experience, especially in UiPath automation.
Strong background in application support, incident troubleshooting, root cause analysis, and problem resolution.
Positive attitude and strong communication skills for effective client and team interaction.
Previous experience in insurance application support is a plus.
If you would like to apply for this position, please click "Apply" or send your CV to allison.lin@greyanderson.com. For more details, please contact Allison Lin on +852 2177 7577, or Whatsapp +852 9727 9057.