Summary

Responsibilities

1. Ensure maximum uptime for multiple production systems
2. Provide L1/L2 application production support to users for trading, data processing, and IT operations
3. Provide weekend support on a rotational basis and occasional public holiday support 
4. Manage, own and frequently follow-up incidents and requests raised to the team.
5. Monitor and follow up critical system alerts; perform initial diagnosis and potential fix and escalate to the right teams.
6. Assume the role of major incident manager upon major incidents, focusing on coordinating efforts, seeking updates from fellow tech teammates and providing timely updates to all stakeholders.
7. Perform system operation and administration tasks, including checking and monitor multiple systems performance on a daily basis
8. Work closely with internal users and external vendors to investigate and resolve production system issues, and communicate system enhancement /bug fix requirements to multiple engineering teams
9. Work to comply with SLA and OLA
10. Hands-on for incident management, change management and response management and writing RCA reports.
11. Document knowledge articles and manage the team's knowledge base; share and promote overall knowledge level
12. Provide support in non-office hours during emergency situations.
13. Coordinate between product and development teams to ensure effective delivery of supporting services to the end-user

Requirements

1. Very strong sense of self-discipline, responsibility and integrity.
2. A strong interest in working in crypto technology and financial environments.
3. Min 3-5 years of experience in application support with fintech background
4. Very strong team player and ability to proactively manage self and team's work with little supervision; high sense of responsibility and integrity.
5. Support experience in applications on Linux environment and cloud computing
6. Knowledge in basic linux commands
7. Experience in any code/scripting languages
8. Proficient in SQL Database queries and relational database concepts
9. Familiar with log traversal tools such as Sumologic or Kibana, or via linux command line.
10. Good knowledge in formal and practical production support model
11. Experience with ITSM platforms like Jira, ServiceNow, etc.
12. Excellent problem solving skill with a keen eye for detail.
13. Excellent communication and interpersonal skills.
14. Excellent time management ability and self organised and motivated.

Preferred Technical Skills:

1. Good understanding of the ITIL V3/4 framework is highly preferred 
2. Understanding of AWS / Kubernetes is a plus
3. Knowledge of Redis and log queries is a plus 
4. Experience in automations / AI would be an advantage
5. Experience administering multiple monitoring systems such as Datadog, NewRelic, Kubernetes, Grafana and Elastic Cloud 
6. Experience with Cloud Computing, AWS, Microservices Architecture, Unix and Linux Systems

Skills

• AWS
• Communications Skills
• Development
• Software Engineering
• Team Collaboration