Senior Application Support Engineer

The Exchange Support team maintains the global system for cryptocurrency trading, providing L2/L3 support and owning the production environment. This role involves incident management, process management, and continuous improvement.

Overview

Department

Job type

Full time

Compensation

Salary not specified

Location

Canada, North America

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Requirements

7 to 15 yrs of Production Support experience preferably within the Banking or Financial Service industry.

Technical Skills: Experience with UNIX commands in debugging , SQLs and Bash/Python scripting. Previous experience on supporting FIX protocol and APIs is must.

Strong technical understanding of Linux/Java based systems with exposure to Cloud Technology and DevOps utilities.

Good knowledge of monitoring, visualization and scheduling tools like Grafana, Prometheus, Control-M, ITRS Geneos, Dynatrace or similar utilities.

Service oriented with strong Incident handling & troubleshooting skills. ITIL certification preferred.

Excellent written and verbal communication skills (English). Ability to communicate with different Stakeholders and interfacing teams in clear and concise manner.

Required experience in supporting Trading System (OMS/EMS) with exposure to Equities, Derivatives, FX or Cryptocurrency Trading domain.

Must be able to work under high pressure, handle multiple priorities, result driven with attention to details and deliver to demanding deadlines.

Self-starter and able to quickly pickup new concepts, business areas and technologies.

Open to shift work and weekend support.

Responsibilities

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.