Position Description
- Position: Software Support Engineer
Location: Hong Kong International Airport T2
Working hours: Shift (8 Hours or 12 Hours)
Job Summary:
The Software Support Engineer is responsible for providing IT operational and technical support for the Baggage Handling System (BHS) software at Hong Kong International Airport (T1). The role involves monitoring, maintaining, and troubleshooting the system’s software components to ensure smooth baggage flow and system availability. The engineer will work closely with other support teams, vendors, and 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 are operating correctly.
Monitor system performance and logs to detect anomalies, performance issue, 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 to identify root causes.
Escalate and coordinate with the Helpdesk, vendors, or other support teams for issues requiring higher-level support.
Prepare detailed incident and problem reports, including root cause analysis and corrective/preventive actions.
Ensure incidents are resolved within the agreed SLA and maintain proper 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.
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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 and monitoring to ensure database health and performance.
Review database logs, SQL errors, and application queries to assist in 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 future reference.
- 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:
Bachelor’s 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 in reading 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 of incident 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 support new technologies.
Top Skills
What We Do
Vanderlande is the global market leader for future-proof logistic process automation at airports. The company is also a leading supplier of process automation solutions for warehouses and in the parcel market.
Vanderlande’s baggage handling systems are capable of moving over 4 billion pieces of baggage around the world per year. Its systems are active in more than 600 airports including 12 of the world’s top 20. More than 52 million parcels are sorted by its systems every day, which have been installed for the world’s leading parcel companies. In addition, many of the largest global e-commerce players and retailers have confidence in Vanderlande’s efficient and reliable solutions.
The company focuses on the optimisation of its customers’ business processes and competitive positions. Through close cooperation, it strives for the improvement of their operational activities and the expansion of their logistical achievements. Vanderlande’s extensive portfolio of integrated solutions – innovative systems, intelligent software and life-cycle services – results in the realisation of fast, reliable and efficient automation technology.
Established in 1949, Vanderlande has more than 7,500 employees, all committed to moving its customers’ businesses forward at diverse locations on every continent. With a consistently increasing turnover of 1.8 billion euros, it has established a global reputation over the past seven decades as a highly reliable partner for future-proof logistic process automation.
Vanderlande was acquired in 2017 by Toyota Industries Corporation, which will help it to continue its sustainable profitable growth. The two companies have a strong strategic match, and the synergies include cross-selling, product innovations, and research and development.
