Application Support Analyst

1 week ago

Singapur, 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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