Application Support Analyst

3 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

**Digital Channel Support**
- Support web trading portal issues (browser compatibility, UI/UX problems)
- 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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