Your role:
As part of the Customer Success Support Team of our client (Trading software), you will assist customers in their technical issues or incident raised by customers and IT functions. You will resolves issues and make sure that the network is up and running. To do so, you will work closely with Tech Teams including OPS Leader and DevOps Engineers.
As an Front Office Application Support Specialist, your main responsibilities will involve:
- Providing support on how to use the platform to the customers,
- Dealing with incidents and escalate them to L3 when it’s required,
- Establishing diagnoses issues and find their cause,
- Engaging basic investigation and debugging,
- Following-up progression of issues with customers,
- Analysing critical incident and deploy a task force in order to resolve them,
- Deploy, maintain, document the platform monitoring, including dashboards and alarms.
- Writing scripts and programs to gather data for monitoring and analysis of problems.
- Proactively monitoring all components of the solution with the Tech Teams help,
- Documenting when it’s required (procedures, code reviewing, etc)
- Participates to release cycles for functional validation on staging/preproduction and production environments,
- Review release and coordinate around deployment,
- Schedule and run the Disaster Recovery Plan periodically.
Experience/Skills required:
- B.Sc. or MSc in Computer Science, Software Engineering,
- Comprehensive experience as IT Support or Ops Engineer ideally in Finance services sector,
- Good knowledge of administration, monitoring and support tools (Zendesk, Grafana, Zenduty, etc.)
- Documentation skills and great knowledge of tools like Confluence, Jira, SharePoint, etc.
- Good understanding of operating system such as Windows or MacOS and web browers,
- Language: Fluent in English and Mandarin Chinese.
Soft skills / Personal Attributes:
- Team player, customer oriented and strong interest in IT support functions,
- Proactive, Attention to details and strong desire to investigate and resolve issues,
- Ability to work under pressure in a challenging environment,
- Great communication and ability to communicate with technical and business teams,
- Proactive and team player
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