Risk and Technical Support Specialist

About Hytech

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services companies. We provide comprehensive consulting solutions, as well as middle- and back-office support, to empower our clients with streamlined operations and cutting-edge strategies.

With a global team of over 2,000 professionals, Hytech has established a strong presence worldwide, with offices in Australia, Singapore, Malaysia, Taiwan, Philippines, Thailand, Morocco, Cyprus, Dubai and more.

Key Responsibilities

Production Issue & Incident Management

• Manage production issues across multiple brands and business lines, from initial assessment and escalation through to resolution and closure.
• Review issues reported through customer complaints, business feedback, system alerts, monitoring dashboards, internal teams, and third-party providers.
• Assess incident severity, including P0, potential P0, P1, and P2, based on customer impact, affected business flows, duration, financial exposure, and regulatory risk.
• Initiate war rooms for major incidents and coordinate the relevant technical, operational, and business teams.
• Follow incident procedures, including stakeholder notifications, progress updates every 30 minutes, impact confirmation, fix verification, and closure.

Cross-Functional Coordination

• Take ownership of complex production issues, ensuring clear accountability, next steps, and timely follow-up.
• Coordinate with system owners across Account, Payment, Trading, CRM, App, Back Office, Copy Trading, IB, Campaign, Risk Control, Infrastructure, and third-party vendors.
• Clearly communicate issue symptoms, possible root causes, affected modules, and business impact to support investigation and resolution.
• Escalate high-impact issues to the relevant Head of Department, Tech Lead, Product Owner, or management team.
• Keep business and customer-facing teams informed with timely, accurate, and easy-to-understand updates.

Post-Incident Review & Issue Closure

• Lead post-incident reviews and prepare root cause analysis (RCA), post-incident review (PIR), and postmortem reports.
• Document incident timelines, impact, root causes, resolutions, preventive measures, and accountable owners.
• Track corrective and preventive actions through to completion.
• Review recurring issues, unresolved tickets, consultation requests, and non-system issues to identify opportunities for long-term service improvement.

Data Analysis & Management Reporting

• Prepare weekly and monthly RTS reports covering incident trends, issue distribution by module, unresolved issues, and P0 and potential P0 statistics.
• Analyse data from Jira, Freshdesk, monitoring systems, dashboards, and internal reports to identify patterns and emerging risks.
• Highlight major incidents, high-risk modules, recurring problems, unresolved risks, and resource requirements for management.
• Translate technical findings into clear business insights for management, business teams, and customer-facing teams.

Monitoring & Process Improvement

• Support improvements to monitoring dashboards, P0 alert integration, automated alerts, Lark Bot notifications, and reporting automation.
• Improve monitoring coverage for key business flows, including registration, login, KYC, deposits, withdrawals, trading, copy trading, IB, CRM, App, and core APIs.
• Help define alert thresholds, incident severity criteria, response SLAs, escalation procedures, and ownership models.
• Continuously improve RTS standard operating procedures to strengthen response speed, issue diagnosis, and cross-team collaboration.

Team Development & Knowledge Management

• Guide junior RTS team members in assessing production issues, coordinating incidents, and following through on resolutions.
• Create and maintain playbooks, troubleshooting guides, knowledge bases, incident case libraries, communication templates, and escalation paths.
• Strengthen the team’s ability to independently assess issues, coordinate stakeholders, and drive proactive service improvements.

Requirements:

• Minimum of 3 years of professional working experience, including at least 2 years in production support, incident management, technical support, IT operations, service operations, project coordination, or a related role.
• Demonstrated senior-level experience independently managing complex issues, coordinating stakeholders, and driving resolution without step-by-step guidance.
• Strong business awareness and issue assessment skills, with the ability to distinguish between system, performance, user operation, product experience, configuration, data, third-party, and consultation-related issues.
• Basic technical understanding of APIs, databases, timeouts, logs, CPU and memory usage, connection counts, service restarts, monitoring alerts, error codes, production environments, phased releases, rollbacks, Jira, and ticket workflows.
• Solid knowledge of incident management practices, including war room coordination, RCA, PIR, postmortems, SLAs, escalation, and action tracking.
• Strong ownership, communication, and cross-functional coordination skills, with the ability to remain clear and effective under pressure.
• Strong written communication skills, including the ability to prepare incident summaries, meeting minutes, management reports, and issue analysis documents.
• Strong analytical skills and the ability to use Excel, Google Sheets, Jira dashboards, BI tools, or similar tools for issue tracking and trend analysis.
• Willingness to support a 24/7 production issue response mechanism when required.
• Experience in fintech, trading platforms, payment systems, internet platforms, SaaS, CRM, customer service systems, risk control systems, App products, or high-traffic online services is preferred.
• Familiarity with MT4, MT5, cTrader, Copy Trading, PAMM/MAM, IB, CRM, or Affiliate systems is an advantage.
• Experience with payment and withdrawal processes, including bank card payments, local bank transfers, crypto payments, third-party payment channels, withdrawal reviews, and payment callbacks, is an advantage.
• Familiarity with tools such as Freshdesk, Zendesk, Jira Service Management, Lark, Slack, PagerDuty, Opsgenie, Grafana, Prometheus, Dynatrace, Datadog, CloudWatch, ELK, or Kibana is preferred.
• Basic SQL skills for data checks and issue verification, along with experience working across multiple brands, regions, and language environments, are advantageous.
• Working proficiency in English, including the ability to read technical documentation, understand third-party responses, and participate in English-speaking meetings, is preferred.
• Experience using AI tools to support meeting minutes, incident summaries, data analysis reports, SOP documentation, and knowledge base content is an advantage.

What We Offer

• Easy access to public transportation (LRT & KTM).
• Transportation allowance and competitive shift allowances for afternoon and night shifts.
• Corporate insurance coverage, including dental, optical, and outpatient claims.
• Gym and fitness claims.
• Ongoing training and development opportunities.
• Exposure to exciting projects that support career growth and professional development.