Application Support Analyst

2 days ago

Singapore Neurones IT Asia Full time $90,000 - $120,000 per year

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, 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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