Application Support Analyst

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