Software Support Engineer

Position:SoftwareSupportEngineer

Location: Hong Kong InternationalAirportT2

Working hours:Shift (8 Hours or 12 Hours)

JobSummary:

The Software Support Engineeris responsible forproviding IT operational and technical support for the Baggage Handling System (BHS) software at Hong Kong International Airport (T1). The role involves monitoringmaintaining and troubleshooting the systems software components to ensure smooth baggage flow and system availability. The engineer will work closely with other support teams vendorsand airport operations to resolve incidents implement system updates and ensure the system is healthy.

Key Responsibilities:

System Monitoring & Health Check

• Perform daily system health checks to ensure the BHS software databases and interfaces areoperatingcorrectly.

• Monitor system performance and logs to detect anomalies performanceissue or potential failures.

• Validate communication between subsystems and ensure data consistency across all integration systems.

Incident & Problem Management

• Investigate and troubleshoot system issues analyzing XML data Java logs and WebLogic server logs toidentifyroot causes.

• Escalate and coordinate with the Helpdesk vendors or other support teams for issues requiring higher-level support.

• Prepare detailedincidentand problem reports including root cause analysis and corrective/preventive actions.

• Ensure incidents are resolved within the agreed SLA andmaintainproper documentation in the ticketing system.

System Maintenance & Change Management

• Plan coordinate and execute system maintenance activities including backups log archiving and cleanup tasks.

• Support system upgrades patches and software enhancements in collaboration with the project or development teams.

• Participate in testing activities for new releases patches and configuration changes prior to deployment in the production environment.

Database & Middleware Administration

• Perform basic Oracle Database maintenance andmonitoringto ensure database health and performance.

• Review database logs SQL errors and application queries toassistin troubleshooting application-related issues.

• Monitor and manage Oracle WebLogic servers and related middleware components.

Documentation & Reporting

• Maintain up-to-date system documentation including configuration details procedures and change logs.

• Prepare incident and performance reports for management and operations review.

• Document recurring issues and resolutions for knowledge sharing and futurereference.

Collaboration & Communication

• Communicate effectively with the Helpdesk hardware and network teams to resolve cross-domain issues.

• Liaise with project teams for new deployments enhancements or system transitions to ensure operational readiness.

• Provide on-site or remote support during critical operations system downtime or scheduled maintenance windows.

Requirements:

Education & Experience:

• Bachelors Degree in Computer Science Information Technology or related field.

• Minimum 5 years of experience in software/system support or IT operations preferably in airport or industrial automation systems.

Technical Skills:

• Strong knowledge of Linux/Windows Server environments.

• Experience inreading and analyzing Java logs XML messages and WebLogic server logs.

• Basic knowledge of Oracle Database administration (SQL queries monitoring troubleshooting).

• Familiar with system integration concepts TCP/IP and client-server architecture.

• Understanding ofincident management tools and ticketing systems (e.g. ServiceNow Jira or similar).

Soft Skills:

• Strong analytical and problem-solving skills.

• Excellent communication and documentation ability.

• Capable of working under pressure in a 24x7 operational environment.

• Proactive attitude with willingness to learn and supportnew technologies.