Ensure maximum uptime for multiple production systems
Provide L1/L2 application production support to users for trading, data processing, and IT operations
Provide weekend support on a rotational basis and occasional public holiday support
Manage, own and frequently follow-up incidents and requests raised to the team.
Monitor and follow up critical system alerts; perform initial diagnosis and potential fix and escalate to the right teams.
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.
Perform system operation and administration tasks, including checking and monitor multiple systems performance on a daily basis
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
Work to comply with SLA and OLA
Hands-on for incident management, change management and response management and writing RCA reports.
Document knowledge articles and manage the team’s knowledge base; share and promote overall knowledge level
Provide support in non-office hours during emergency situations.
Coordinate between product and development teams to ensure effective delivery of supporting services to the end-user
Requirements
Very strong sense of self-discipline, responsibility and integrity.
A strong interest in working in crypto technology and financial environments.
Min 3-5 years of experience in application support with fintech background
Very strong team player and ability to proactively manage self and team’s work with little supervision; high sense of responsibility and integrity.
Support experience in applications on Linux environment and cloud computing
Knowledge in basic linux commands
Experience in any code/scripting languages
Proficient in SQL Database queries and relational database concepts
Familiar with log traversal tools such as Sumologic or Kibana, or via linux command line.
Good knowledge in formal and practical production support model
Experience with ITSM platforms like Jira, ServiceNow, etc.
Excellent problem solving skill with a keen eye for detail.
Excellent communication and interpersonal skills.
Excellent time management ability and self organised and motivated.
Preferred Technical Skills:
Good understanding of the ITIL V3/4 framework is highly preferred
Understanding of AWS / Kubernetes is a plus
Knowledge of Redis and log queries is a plus
Experience in automations / AI would be an advantage
Experience administering multiple monitoring systems such as Datadog, NewRelic, Kubernetes, Grafana and Elastic Cloud
Experience with Cloud Computing, AWS, Microservices Architecture, Unix and Linux Systems
