Application Support Engineer

Responsibilities

• 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 in 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
• Help the team manager to refine and streamline day to day operations via automations 
• Help the team manager to define work rosters, schedules and other managerial tasks.
• Help the team manager to formulate and continuously improve the team’s way of working.
• 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
• Stay abreast of the latest technology and trends

Requirements

• Impeccable sense of self-discipline, responsibility and integrity.
• A strong interest in working in crypto technology and financial environments.
• 2-5 years of experience in application support or application development. More experienced candidates will be offered the role of senior support engineer.
• 1-3 years of experience in supporting an exchange / high frequency / low latency trading platforms.
• Proficient in spoken and written English language.
• Very strong team player and ability to proactively manage self and team's work with little supervision; high sense of responsibility and integrity.
• Proficient in Database queries / SQLs
• Knowledge in shell scripting and basic linux commands.
• 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.
• Familiar with agile methodologies 
• Familiar with operations under Linux environment
• Familiar with relational databases concepts

Preferred Technical Skills

• Support experience in applications on Linux environment and cloud computing
• 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 
• Strong Experience with Cloud Computing, AWS, Microservices Architecture, Unix and Linux Systems
• Experience coding in Ruby, Python, Java and/or GoLang would be a plus