Senior Application Support Engineer (Trading / Exchange Platform)

Exchange Support team is responsible for maintaining global system for the firm’s cryptocurrency trading business which operates 24x7. This team provides L2 / L3 support to Business users and has full ownership of the production environment for all key business lines (Exchange platform, Risk management system, Backoffice, Market data and non-trading activities). We are adding strong technology focused team members for various position in the Exchange Production Support team.

Responsibilities

• Primary responsibility includes but not limited to,
• User Management : Provide technical support to Sales, Business Users, Institutional and Retail customer base with focus on application support, API support and network connectivity.
• Incident Management : Identification and resolution of production incidents. The roles requires end-to-end ownership of Production issues, collaborating with various technical and business support teams, escalation and resolution of incident in timely manner.
• Process Management : Take ownership of all release activities, participate in audit reviews and execute BCP exercise. Ensure Process Management continue to meet ITIL best practice standards, SLA and Client expectations.
• Operations Management : Monitor and automate application and infrastructure alerts to ensure timely actions are taken to maintain system stability and uptime for all the applications. Maintain knowledge repository and standard operating procedure documentation.
• Continuous Improvement : Identify area of improvements, implement process optimization, automation of manual task and improve the service level the team provides to the end users.

Required Skills