Senior Product Application Support Specialist
Hotel Brand: IHG Corporate
Location: China, Hubei, Wuhan
Address: 武汉市, Wuhan, Hubei, China
Job number: A561323961
To provide technical support for internally developed products and WeChat Mini Programs. Responsible for application monitoring, incident troubleshooting, and debugging to ensure system stability and service continuity. Act as the bridge between end users and development teams, escalating and resolving application issues efficiently. Support the continuous improvement of product quality and user experience.
Your day to day
• Monitor application performance and system health using monitoring tools (e.g., AppDynamics, Dynatrace).
• Perform first-level incident response and troubleshooting for application issues reported by users or detected by monitoring systems.
• Diagnose and debug application failures, including API errors, database query issues, and integration problems.
• Analyze application logs to identify root causes of incidents and coordinate with development teams for resolution.
• Provide technical support for WeChat Mini Programs and other self-developed products, including user issue investigation and reproduction.
• Execute SQL queries for data verification, troubleshooting, and reporting purposes.
• Perform application deployment, configuration, and patching under established change management procedures.
• Maintain and update operational documentation, runbooks, and knowledge base articles.
• Participate in off-hours support on an as-needed basis, including system releases, deployments, and critical incident escalation.
• Assist in application testing (UAT, regression) for new releases and feature deployments.
• Collaborate with development teams to reproduce issues, validate fixes, and verify deployments.
• Monitor and manage application-related alerts, perform triage, and escalate when necessary.
• Support integration troubleshooting between internal products and third-party services (e.g., payment gateways, messaging platforms).
• Contribute to continuous improvement of monitoring rules, alerting thresholds, and operational procedures.
• Perform any other duties as assigned by management.
What we need from you
Education
• Bachelor's degree or above in Computer Science, Software Engineering, Information Technology, or related field.
Experience
• 1-3 years of experience in application support, software technical support, or related roles. Experience supporting web applications, mobile applications, or SaaS products is preferred.
Technical Skills and Knowledge
• Strong understanding of web technologies (HTTP/HTTPS, RESTful APIs, JSON, XML).
• Proficient in SQL; able to write and analyze complex queries for troubleshooting and data verification.
• Experience with application monitoring and logging tools (e.g., Application Insights, ELK Stack, Splunk, Grafana).
• Basic understanding of cloud platforms (Azure, AWS, or Alibaba Cloud).
• Familiarity with WeChat ecosystem (Mini Programs, Official Accounts, WeChat Pay) and Sensors Data (event tracking and analytics) is highly desirable.
• Ability to read and debug code in at least one programming language (e.g., Java, Python, JavaScript/Node.js, C#).
• Experience with incident management and ITIL processes.
• Strong analytical and problem-solving skills with attention to detail.
• Good command of Mandarin Chinese and English (written and verbal.
• Good team player, proactive, self-motivated, and able to work under pressure.
• Excellent communication skills with service-oriented mindset.
• Flexibility to work off-hours occasionally for system releases or critical incident response.
Preferred Qualifications
• Familiarity with hotel operations or prior hotel industry experience.
• Knowledge of ITIL service management framework.
• Network-related certifications (e.g., CCNA, HCIA) are a plus.
• Basic scripting skills (PowerShell / Python) are a plus.
We need people like you to make a difference and create exceptional experiences every single day. Don’t just join a growing team of 370,000 colleagues across 100 countries. Let your passion shine. Innovate and collaborate around the world. Embrace your ambition.
At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there’s Room for You at IHG.
Over recent years, we’ve transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.
We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That’s why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that’s why leaders work with teams to determine how and when they collaborate.
We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
