Senior Systems Engineer
Hong Kong
Monday – Friday, 09:00 – 18:00
Hybrid
Intro:
The Senior Systems Engineer is a Tier 2 support role responsible for the stability, performance, and continuous improvement of the organization’s document management platforms, with a focus on Laserfiche and iManage. The role provides deep technical troubleshooting and administration, owns platform configuration and operational runbooks, and partners with business stakeholders, security, and vendors to ensure document services meet availability, compliance, and information governance requirements. This role will additionally support business‑critical applications supporting the Global Financial Solutions (GFS) business unit. This role acts as the technical escalation point from Tier 1, provides deep application and systems expertise, and partners closely with development, infrastructure, and business stakeholders to resolve incidents, prevent recurrence, and improve service quality.
The ideal candidate combines strong technical troubleshooting skills with a service‑oriented mindset and a solid understanding of financial services operational requirements.
Some of the things you’ll be doing:
- Provide Tier 2 support for document management platforms (Laserfiche and/or iManage) and GFS applications, resolving incidents escalated from Tier 1 and owning issues through to closure
- Troubleshoot across platform, integrations, client components, authentication, permissions, and downstream dependencies (e.g., storage, search/indexing, email, Office integrations)
- Administer and maintain platform configuration including:
- Repositories/workspaces, document types, metadata, templates
- Filing structures, retention settings (where applicable)
- Search/index settings, performance configuration, and capacity management
- Implement, test, and validate configuration changes aligned to change management processes
- Assist with access reviews, audits, and controls evidence (logging, traceability, change records)
- Where applicable, support workflow automation and routing (e.g., approvals, records routing, notifications)
- Act as an escalation point for application-related issues, ensuring timely resolution in line with SLAs and business priorities
- Perform root cause analysis (RCA) for recurring or high‑severity incidents and document findings and corrective actions
- Participate in major incident bridges, providing clear technical leadership and communication
- Monitor application health, performance, and availability using enterprise monitoring tools. Identify trends and proactively address potential issues before they impact the business
- Partner with infrastructure and platform teams to ensure systems are resilient, scalable, and secure
- Support application releases, patches, and configuration changes, including validation and post‑deployment monitoring
- Review and assess changes for risk and operational readiness
- Collaborate closely with GFS business users to understand application usage, pain points, and operational needs
- Translate business issues into technical analysis and actionable remediation
- Provide clear, concise communication to both technical and non‑technical stakeholders
- Create and maintain technical documentation, runbooks, and support procedures
- Contribute to knowledge articles to improve Tier 1 resolution rates and reduce incident volumes
- Identify opportunities to improve application reliability, supportability, and operational efficiency
- Support automation efforts for monitoring, alerting, and routine operational tasks
- Promote best practices in application support, security, and compliance
What technical skills, experience, and qualifications do you need?
- Proficient in Mandarin (Read, Write & Speak)
- Demonstrated hands-on experience administering and supporting Laserfiche and/or iManage in a production environment
- Strong understanding of document management concepts:
- Metadata and classification
- Search/indexing and retrieval
- Permissions/RBAC models
- Records/retention concepts
- Experience supporting end-user and business workflows on document platforms
- Strong troubleshooting skills across:
- Authentication/SSO and directory services (e.g., AD/Azure AD/Entra ID concepts)
- Windows Server services and application stacks
- Web applications, APIs/integrations, and client components
- Monitoring/logging and incident diagnostics
- Strong experience supporting enterprise applications in a production environment
- Solid understanding of:
- Application architecture and integrations
- Databases (SQL)
- Operating systems (Windows)
- APIs, batch processing, and job scheduling
- Experience with monitoring, logging, and alerting tools
- Ability to troubleshoot across application, infrastructure, and integration layers
- Typically 5+ years in application support, or a similar role
- Proven experience in a Tier 2 or Tier 3 support function
- Experience supporting systems in a financial services or regulated environment is strongly preferred
- Strong analytical and problem‑solving skills
- Calm, methodical approach when working under pressure
- Excellent written and verbal communication skills
- Ability to manage multiple priorities and incidents concurrently
- Strong sense of ownership and accountability
- Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent experience
- ITIL Foundation or higher
- Vendor training/certification for Laserfiche and/or iManage (preferred, if available)
- Microsoft / Security fundamentals certifications are a plus
- Relevant technical certifications (cloud, database, OS, or application platforms) are a plus
CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.®
Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.
CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.
CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers.
We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging,
CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.
We encourage candidates to apply directly to our website and not through third-party sources.
Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.
- CSC is a great place to work with smart and dedicated people.
- We have won several employer recognition awards, including Top Workplace USA, Great Places to Work India, and Built In’s Best Places to Work.
- We offer fulfilling work and career opportunities. Most positions are filled with internal moves and employee referrals.
- Employees are eligible for Success Sharing, bonuses, or commission plans based on role and individual performance.
- CSC offers a competitive and comprehensive benefits package that includes annual leave, tuition reimbursement, referral bonuses, and more.
- As business needs allow, CSC offers hybrid or remote work schedules in alignment with local regulations. Specific details for this position will be discussed during the interview process.
Skills Required
- Proficiency in Mandarin, including reading, writing, and speaking
- Hands-on production administration and support experience with Laserfiche and/or iManage
- Understanding of document management concepts, including metadata, classification, search, indexing, permissions, RBAC, records, and retention
- Experience supporting end-user and business workflows on document platforms
- Troubleshooting experience with authentication, SSO, directory services, Windows Server, web applications, APIs, integrations, monitoring, logging, and incident diagnostics
- Strong experience supporting enterprise applications in production environments
- Understanding of application architecture, integrations, SQL databases, Windows operating systems, APIs, batch processing, and job scheduling
- Experience with monitoring, logging, and alerting tools
- Ability to troubleshoot across application, infrastructure, and integration layers
- Typically 5 or more years of application support or similar experience
- Proven Tier 2 or Tier 3 support experience
- Strong analytical, problem-solving, communication, prioritization, ownership, and accountability skills
- Bachelor's degree in Computer Science, Information Systems, or related field, or equivalent experience
- ITIL Foundation certification or higher
- Experience in financial services or a regulated environment
- Vendor training or certification for Laserfiche and/or iManage
- Microsoft or security fundamentals certifications
- Relevant cloud, database, operating system, or application platform certifications
What the Team is Saying
CSC Compensation & Benefits Highlights
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Parental & Family Support — Company materials document 12 weeks fully paid maternity leave and 6 weeks fully paid parental and adoption leave with eligibility after 30 days, signaling robust support for growing families. The clearly defined, fully paid durations indicate meaningful coverage beyond basic policies.
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Retirement Support — A 401(k) with a strong company match is consistently described, frequently as 100% up to 6%, with vesting provisions outlined in recent guides. This structure supports long‑term savings and is presented as a competitive element of the package.
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Healthcare Strength — Official guides list multiple medical plan options (e.g., Aetna and, in some locations, Kaiser), plus dental, vision, and an Employee Assistance Program alongside wellness resources. Breadth and named carriers point to robust core health coverage.
CSC Insights
What We Do
CSC is a global leader in providing business, legal, tax, and digital brand services to companies around the world. With more than 8,000 employees, CSC operates in more than 140 jurisdictions, delivering solutions that help businesses thrive. We pride ourselves on our client-focused approach, market-leading expertise, and unmatched global reach.
Why Work With Us
CSC gives its employees the autonomy to innovate and problem solve, to grow and to share their expertise, and to be a part of a group that genuinely cares for each other and their customers. We offer an excellent benefits package along with good work-life balance in a fun and collaborative environment.
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