Senior Officer - Store Application Support, Information Technology

About Maxim’s Caterers Limited

Founded in 1956, Maxim’s Group is one of Asia’s leading food and beverage companies, operating Chinese, Western, Japanese and Southeast Asian restaurants, quick service outlets, bakery shops and cafes, and an institutional catering service. Maxim's Group also produces a range of festive products, including the award-winning Hong Kong MX Mooncakes, and is a licensee of Starbucks Coffee, Genki Sushi, IPPUDO, The Cheesecake Factory and Shake Shack in various territories. Altogether, the Group has over 1,800 outlets. Proud of our heritage and humbled by our success, we are committed to a sustainable and innovative future. To learn more about Maxim’s, visit  

As a Senior Store Application Support professional, you will be responsible for overseeing and providing technical support for the store applications used within an organization. You will work closely with store operations teams, application developers, and other stakeholders to ensure the stability, functionality, and optimal performance of the store applications. Your expertise in troubleshooting, issue resolution, and system maintenance will be critical in ensuring smooth store operations and customer satisfaction.

Key Responsibilities:

• Application Support: Provide advanced support for store applications, including troubleshooting, issue resolution, and root cause analysis. Respond to and resolve technical issues reported by store personnel within defined service level agreements (SLAs).
• Incident Management: Manage and prioritize incidents, ensuring timely resolution and minimal impact on store operations. Collaborate with cross-functional teams to investigate and resolve complex technical issues, escalating as necessary to ensure speedy resolution.
• System Maintenance: Perform regular system maintenance tasks, including application upgrades, patches, and configuration changes. Ensure that all changes are implemented in a controlled and documented manner, adhering to change management processes.
• Performance Monitoring: Monitor the performance of store applications, proactively identify bottlenecks, and work with relevant teams to optimize system performance. Implement monitoring tools and alerts to ensure early detection and resolution of performance issues.
• Documentation and Knowledge Sharing: Create and maintain technical documentation, including support guides, troubleshooting procedures, and known issue resolutions. Share knowledge and best practices with the support team and other stakeholders to enhance overall support capabilities.
• Vendor Management: Collaborate with application vendors to troubleshoot and resolve complex technical issues, including software defects and performance-related problems. Engage in vendor discussions regarding system enhancements, bug fixes, and future upgrades.
• Training and Mentoring: Provide training and guidance to junior support staff, imparting technical knowledge and best practices. Act as a mentor and subject matter expert to support team members, fostering a culture of continuous learning and development.
• Continuous Improvement: Identify opportunities for process improvements and automation to enhance support efficiency and effectiveness. Participate in project initiatives aimed at improving store applications, ensuring smooth implementation and transition within the support environment.

Qualifications and Skills:

• Proven experience in providing application support, preferably in a retail or store operations environment.
• Strong technical knowledge of store applications, including point-of-sale (POS) systems, inventory management systems, and related retail applications.
• Proficiency in SQL for database management, including writing and executing queries, optimizing performance, and ensuring data integrity.
• Proficiency in PowerShell scripting for automation tasks, system configurations, and software updates.
• Proficiency in troubleshooting complex technical issues and performing root cause analysis.
• Familiarity with incident management processes and tools.
• Experience in system maintenance activities, such as application upgrades, patches, and configuration changes.
• Knowledge of performance monitoring and optimization techniques.
• Excellent documentation and communication skills.
• Ability to work collaboratively with cross-functional teams and vendors.
• Strong problem-solving and analytical skills.
• Leadership and mentoring abilities.

We offer competitive remuneration package to highly promote "work- life balance" for our staff.

If you are looking for dynamic and challenging work in a pleasant, friendly work environment, and promising career development opportunities, we sincerely invite you to apply for our position.

All applications and data collected will be treated in strict confidence and used exclusively for recruitment purposes. Only short listed candidates will be invited for interview. The company will retain the applications for a maximum period of 24 months and may refer suitable candidates to other vacancies within the Group.