Yeuk Ling, William LI
Cambridge,Cambridgeshire
Summary
An experienced IT professional with a strong background in application support, technical troubleshooting, project delivery, and service operations management. Expertise has been developed in IT support, process operation, and service management to uphold high standards of IT service workflows.
Responsibilities have included overseeing IT service management, incident handling, change control, and account management. IT system stability was maintained during operational changes, risks were identified and mitigated during incidents, and tools were designed and implemented to enhance the efficiency of IT service management. Market trading systems were supported on a 24/7 basis, with complex issues resolved under time-critical conditions. Collaboration was conducted with stakeholders, users, and external vendors to deliver effective solutions in fast-paced trading environments.
A deep understanding of the financial industry has been gained, enabling the alignment of IT workflows with business needs while adhering to IT standards and policies. Independent work and strong communication skills have been demonstrated, ensuring effective collaboration and comprehensive user support.
Recently relocated to the UK from Hong Kong, readiness to adapt and apply IT expertise in a new environment is expressed. Opportunities to align experience and skills with the requirements of a new role are welcomed.
Overview
22
22
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work History
Senior System Engineer
Hong Kong Exchanges and Clearing Limited
Hong Kong, Hong Kong
06.2020 - 06.2023
- Support and operation in Change, Asset and Incident Management
- Support regular IT changes and system account maintenance activities of IT Services
- Evaluate IT changes by accessing relevant tests, business risks and IT controls are undertaken to minimize risks with no conflicts
- Review of IT system account maintenance request by aligning IT security policy and standard
- Run Change Advisory Board (CAB) meeting weekly
- Validate and approval of privilege account requests for change and release management control
- Support to handle emergency production changes request among IT teams
- Review on all failed and expedited changes
- Coordinate communication bridge for supporting major system incidents with system owners and business coordinators
- Regular review on status of identified problems and ongoing management
- Represent Change and Incident service in coordinate 2 rounds of drill for Business Continuity Plan (BCP) yearly with internal IT teams and external market participants
- Maintain and provision access of IT system accounts
- Design framework of IT Service Management tools
- Review potential risk of procedural documents with IT Compliance regularly
- Enhance the workflow of IT system account maintenance process
- Improve annual IT system account audit process by leading a Python program implementation
- Design validation framework to verify the system account detail and format of system account maintenance request which reduce 90 percent of verification time and reduce 80 percent of returning request
- Design checking tools to verify privilege account request for production changes which benefit with 75 percent approval process enhancement
Senior Development Officer
Hongkong and Shanghai Banking Corporation Limited
Hong Kong, Hong Kong
06.2005 - 07.2019
- Support Wealth Management users in HSBC Hong Kong, which serves internal traders with daily equity trading activities in exchange market
- Spearhead support for system and infrastructure of trading system, follow the SLA and target in maintain fast recovery to resume system with minimal impact to users and clients
- Review weekly changes and upgrade activities with internal risk and control change management team, to access adequate testing, user signoff, system verification healthcheck and blackout plans are prepared in placed
- Define and troubleshoot to Appia FIX messaging protocol of trading message to achieve high volume of message, low latency message delivery with better performance
- Define workflow and quality review with internal quality team to define system enhancement and reduce reoccurrence of defects
- Hold regular review and discuss the troubleshooting process with teammates to share different support cases and take appropriate followup actions
- Provide daily operation support and monitoring of various market trading and clearing platforms (AMS, ATS, DCASS, Genium, Orion, OMD, etc)
- Communicate and organize with vendors for market data and system supporting (HKEX, Reuters, Bloomberg, ETNet, PCCW, Microware, HGC, etc)
- Provide system and application support for internal broking application and order managing system (Global markets)
- Followup support tickets and updated results with status within SLA period
- Coordinate drill of Business Recovery Plan (BRP) yearly with internal IT teams and external market exchange
- Work closely to traders to provide operation and infrastructure support in 7x24 global trading hours
- Coaching new team joiner to identify different systems for supporting roles
- Designed and implemented the architecture for trading platforms such as Fidessa and UL, ensuring seamless order routing and market exchange integration
- Set up and maintained Linux-based trading platforms with primary-standby redundancy, enabling automatic failover and swift recovery
- Managed vendor relationships and maintained stable connections with market service providers and exchanges
- Developed and implemented job scheduling tools (Control-M) for efficient management of daily operations, including active monitoring and alerting for defects
- Led the organization and administration of platform migrations and upgrades, often coordinating with market schedules, and participated in market rehearsals to certify new systems and ensure stability
- Involve in monthly market rehearsal to test and certify new system components, verify system stability after self or market changes, and regular test system failover in drill
System Support Technician
Sky Connection Ltd.
Hong Kong, Hong Kong
11.2001 - 06.2005
- Provided desktop and application support of POS system, AS400 terminals, desktop and Mac workstations at Hong Kong International Airport
- Maintained internal network inside Hong Kong International airport and setup internal POS network in retail shops
- Collected data for sales analysis trends and created monthly report for sales department monthly review
- Setup, tested, maintained POS and security surveillance system across retail shops
- Leaded user training and demonstration of POS system operation to users
- Rotated duty roster for support day-to-day operation in 7x24 hours
Education
Master of Science - Computer Science
City University of Hong Kong
Hong Kong 09.2008 - 06.2011
Bachelor of Science - Computer Science
Staffordshire University
Stafford, Staffordshire 09.2002 - 06.2004
Higher Diploma - Computer Studies
City University of Hong Kong
Hong Kong 09.1998 - 11.2001
Skills
- Service Management - ITIL, CMDB, ServiceNow
- Project Management - Agile, Waterfall
- Operating System - Windows, Linux, Unix, Solaris
- Networking - LAN, TCPIP, NAT
- System tools - Jira, GitHub, Zoom, Citrix workspace
- Applicaitons - Fidessa, Control-M, Geneos, Sniffer, BMC
- Database - Oracle, Sybase, Sybase
- Programming/scripting - SQL, Python, VBA, C, JAVA, HTML, JavaScript, Shell scripting, MQ, FIX
- Office tools - MS Office, Project, Visio, Sharepoint, Photoshop
Personal Information
- Available: Immediate available
- Date of birth: 12/05/79
Certification
ITIL 4 Specialist: Create, Deliver and Support
ITIL 4 Foundation
Languages
English
Fluent
Chinese (Cantonese)
Native
Chinese (Mandarin)
Fluent
Timeline
Senior System Engineer
Hong Kong Exchanges and Clearing Limited
06.2020 - 06.2023
Master of Science - Computer Science
City University of Hong Kong
09.2008 - 06.2011
Senior Development Officer
Hongkong and Shanghai Banking Corporation Limited
06.2005 - 07.2019
Bachelor of Science - Computer Science
Staffordshire University
09.2002 - 06.2004
System Support Technician
Sky Connection Ltd.
11.2001 - 06.2005
Higher Diploma - Computer Studies
City University of Hong Kong
09.1998 - 11.2001
ITIL 4 Specialist: Create, Deliver and Support
ITIL 4 Foundation
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