Application Support Analyst

5 days ago

Singapore NEURONES IT ASIA PTE. LTD. Full time

We are looking for an Application Support Analyst, and your role is as below:
You'll support clients across APAC while ensuring platform availability for global users 24/7. The role requires an understanding of both technical infrastructure and client experience.
Responsibilities
Client-Facing Incident Management
Own client-impacting incidents from detection to resolution
Manage client communications during platform issues
Coordinate with Client Services for external communications
Handle escalations from high-value institutional clients
Manage service status page updates and client notifications
Platform Monitoring and Performance
Monitor real-time platform performance metrics (response times, API latency, throughput)
Ensure 99.95% uptime SLA for internet-facing services
Track client session management and authentication services
Monitor CDN performance and geographic load distribution
Oversee API rate limiting and throttling mechanisms
Manage web application firewall (WAF) alerts and security events
Digital Channel Support
Support web trading portal issues (browser compatibility, UI/UX problems)
Troubleshoot mobile application connectivity and performance
Manage API client connectivity and integration issues
Support white-label platform implementations
Handle SSO/authentication issues across channels
Monitor WebSocket connections for real-time pricing streams
Client Onboarding and Integration
Support technical onboarding for new API clients
Provide connectivity testing and UAT support
Assist with API documentation and integration guides
Coordinate security reviews and penetration testing
Manage API keys, certificates, and security credentials
Support client migration to new platform versions
Security and Compliance
Monitor for suspicious activity and potential security threats
Manage SSL certificate renewals and security patches
Support compliance reporting for regulatory requirements
Handle client KYC/AML system issues
Ensure data privacy compliance (GDPR, local regulations)
Platform Enhancement and Releases
Coordinate zero-downtime deployments for 24/7 availability
Manage A/B testing and feature flag configurations
Support blue-green deployment strategies
Validate client-facing features in UAT environments
Communicate platform updates via client portals and APIs
Manage backwards compatibility for API versions
Technical and Behavioral Competencies
Domain Knowledge
Strong understanding of FX products and electronic trading
Knowledge of corporate treasury and hedging workflows
Understanding of multi-dealer platforms and aggregation
Familiarity with regulatory requirements (MiFID II, best execution)
Technical Skills - Essential
Web Technologies: HTML5, JavaScript, React/Angular, REST APIs, WebSockets
API Management: OAuth 2.0, JWT, API gateways, rate limiting
Cloud Platforms: AWS/Azure services, container orchestration (Kubernetes)
Monitoring: Datadog, New Relic, ELK stack, Grafana
Databases: PostgreSQL, MongoDB, Redis for caching
Security: WAF, DDoS protection, SSL/TLS, vulnerability scanning
Programming: Python, Java, Node.js for automation and troubleshooting
Shift Coverage
24/7 platform monitoring with shifts starting from 6:30 am on rotation
Public holiday and weekend coverage for global markets
On-call rotation for critical platform incidents
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