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Crypto Support Engineer

2 months ago

London, Greater London, United Kingdom Crypto Full time

About the Role

We are seeking a highly skilled and experienced Application Support Specialist to join our Crypto team. As a key member of our support team, you will be responsible for ensuring maximum uptime for our production systems and providing top-notch support to our users.

Key Responsibilities

  • Ensure maximum uptime for multiple production systems
  • Provide L1/L2 application production support to users for trading, data processing, and IT operations
  • Manage, own, and frequently follow-up incidents and requests raised to the team
  • Monitor and follow up critical system alerts; perform initial diagnosis and potential fix and escalate to the right teams
  • Assume the role of major incident manager upon major incidents, focusing on coordinating efforts, seeking updates from fellow tech teammates, and providing timely updates to all stakeholders
  • Perform system operation and administration tasks, including checking and monitoring multiple systems performance on a daily basis
  • Work closely with internal users and external vendors to investigate and resolve production system issues, and communicate system enhancement/bug fix requirements to multiple engineering teams
  • Help the team manager to refine and streamline day-to-day operations via automations
  • Help the team manager to define work rosters, schedules, and other managerial tasks
  • Help the team manager to formulate and continuously improve the team's way of working
  • Work to comply with SLA and OLA
  • Hands-on for incident management, change management, and response management and writing RCA reports
  • Document knowledge articles and manage the team's knowledge base; share and promote overall knowledge level
  • Provide support in non-office hours during emergency situations
  • Coordinate between product and development teams to ensure effective delivery of supporting services to the end-user
  • Stay abreast of the latest technology and trends

Requirements

  • Impeccable sense of self-discipline, responsibility, and integrity
  • A strong interest in working in crypto technology and financial environments
  • 2-5 years of experience in application support or application development. More experienced candidates will be offered the role of senior support engineer
  • 1-3 years of experience in supporting an exchange/high frequency/low latency trading platforms
  • Proficient in spoken and written English language
  • Very strong team player and ability to proactively manage self and team's work with little supervision; high sense of responsibility and integrity
  • Proficient in Database queries/SQLs
  • Knowledge in shell scripting and basic Linux commands
  • Good knowledge in formal and practical production support model
  • Experience with ITSM platforms like Jira, ServiceNow, etc.
  • Excellent problem-solving skill with a keen eye for detail
  • Excellent communication and interpersonal skills
  • Excellent time management ability and self-organized and motivated
  • Familiar with agile methodologies
  • Familiar with operations under Linux environment
  • Familiar with relational databases concepts

Preferred Technical Skills:

  • Support experience in applications on Linux environment and cloud computing
  • Good understanding of the ITIL V3/4 framework is highly preferred
  • Understanding of AWS/Kubernetes is a plus
  • Knowledge of Redis and log queries is a plus
  • Experience in automations/AI would be an advantage
  • Experience administering multiple monitoring systems such as Datadog, NewRelic, Kubernetes, Grafana, and Elastic Cloud
  • Strong Experience with Cloud Computing, AWS, Microservices Architecture, Unix, and Linux Systems
  • Experience coding in Ruby, Python, Java, and/or GoLang would be a plus