{"id":3004042,"url":"https://alion.io/job/hytech-risk-and-technical-support-specialist","title":"Risk and Technical Support Specialist","company":{"id":3803615,"name":"Hytech","domain":"hytechc.com","url":"https://alion.io/company/hytechc","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Moka","truth_index":{"grade":"A","score":89,"open_postings":140,"ghost_share":0.107,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":104,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10000,"max_usd":24000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":688},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Amazon CloudWatch","optional":false},{"name":"CAPA","optional":false},{"name":"Datadog","optional":false},{"name":"Dynatrace","optional":false},{"name":"Freshdesk","optional":false},{"name":"Google Sheets","optional":false},{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"Jira","optional":false},{"name":"Kibana","optional":false},{"name":"Opsgenie","optional":false},{"name":"PagerDuty","optional":false},{"name":"Prometheus","optional":false},{"name":"Slack","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-21T13:06:52Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-22T08:59:59Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":0},"description":"About Hytech\nHytech 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.\nWith 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.\nKey Responsibilities\nProduction Issue & Incident Management\nManage production issues across multiple brands and business lines, from initial assessment and escalation through to resolution and closure.\nReview issues reported through customer complaints, business feedback, system alerts, monitoring dashboards, internal teams, and third-party providers.\nAssess incident severity, including P0, potential P0, P1, and P2, based on customer impact, affected business flows, duration, financial exposure, and regulatory risk.\nInitiate war rooms for major incidents and coordinate the relevant technical, operational, and business teams.\nFollow incident procedures, including stakeholder notifications, progress updates every 30 minutes, impact confirmation, fix verification, and closure.\nCross-Functional Coordination\nTake ownership of complex production issues, ensuring clear accountability, next steps, and timely follow-up.\nCoordinate with system owners across Account, Payment, Trading, CRM, App, Back Office, Copy Trading, IB, Campaign, Risk Control, Infrastructure, and third-party vendors.\nClearly communicate issue symptoms, possible root causes, affected modules, and business impact to support investigation and resolution.\nEscalate high-impact issues to the relevant Head of Department, Tech Lead, Product Owner, or management team.\nKeep business and customer-facing teams informed with timely, accurate, and easy-to-understand updates.\nPost-Incident Review & Issue Closure\nLead post-incident reviews and prepare root cause analysis (RCA), post-incident review (PIR), and postmortem reports.\nDocument incident timelines, impact, root causes, resolutions, preventive measures, and accountable owners.\nTrack corrective and preventive actions through to completion.\nReview recurring issues, unresolved tickets, consultation requests, and non-system issues to identify opportunities for long-term service improvement.\nData Analysis & Management Reporting\nPrepare weekly and monthly RTS reports covering incident trends, issue distribution by module, unresolved issues, and P0 and potential P0 statistics.\nAnalyse data from Jira, Freshdesk, monitoring systems, dashboards, and internal reports to identify patterns and emerging risks.\nHighlight major incidents, high-risk modules, recurring problems, unresolved risks, and resource requirements for management.\nTranslate technical findings into clear business insights for management, business teams, and customer-facing teams.\nMonitoring & Process Improvement\nSupport improvements to monitoring dashboards, P0 alert integration, automated alerts, Lark Bot notifications, and reporting automation.\nImprove monitoring coverage for key business flows, including registration, login, KYC, deposits, withdrawals, trading, copy trading, IB, CRM, App, and core APIs.\nHelp define alert thresholds, incident severity criteria, response SLAs, escalation procedures, and ownership models.\nContinuously improve RTS standard operating procedures to strengthen response speed, issue diagnosis, and cross-team collaboration.\nTeam Development & Knowledge Management\nGuide junior RTS team members in assessing production issues, coordinating incidents, and following through on resolutions.\nCreate and maintain playbooks, troubleshooting guides, knowledge bases, incident case libraries, communication templates, and escalation paths.\nStrengthen the team’s ability to independently assess issues, coordinate stakeholders, and drive proactive service improvements.\nRequirements:\nMinimum 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.\nDemonstrated senior-level experience independently managing complex issues, coordinating stakeholders, and driving resolution without step-by-step guidance.\nStrong 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.\nBasic 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.\nSolid knowledge of incident management practices, including war room coordination, RCA, PIR, postmortems, SLAs, escalation, and action tracking.\nStrong ownership, communication, and cross-functional coordination skills, with the ability to remain clear and effective under pressure.\nStrong written communication skills, including the ability to prepare incident summaries, meeting minutes, management reports, and issue analysis documents.\nStrong analytical skills and the ability to use Excel, Google Sheets, Jira dashboards, BI tools, or similar tools for issue tracking and trend analysis.\nWillingness to support a 24/7 production issue response mechanism when required.\nExperience 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.\nFamiliarity with MT4, MT5, cTrader, Copy Trading, PAMM/MAM, IB, CRM, or Affiliate systems is an advantage.\nExperience 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.\nFamiliarity with tools such as Freshdesk, Zendesk, Jira Service Management, Lark, Slack, PagerDuty, Opsgenie, Grafana, Prometheus, Dynatrace, Datadog, CloudWatch, ELK, or Kibana is preferred.\nBasic SQL skills for data checks and issue verification, along with experience working across multiple brands, regions, and language environments, are advantageous.\nWorking proficiency in English, including the ability to read technical documentation, understand third-party responses, and participate in English-speaking meetings, is preferred.\nExperience using AI tools to support meeting minutes, incident summaries, data analysis reports, SOP documentation, and knowledge base content is an advantage.\nWhat We Offer\nEasy access to public transportation (LRT & KTM).\nTransportation allowance and competitive shift allowances for afternoon and night shifts.\nCorporate insurance coverage, including dental, optical, and outpatient claims.\nGym and fitness claims.\nOngoing training and development opportunities.\nExposure to exciting projects that support career growth and professional development.","description_format":"text","description_chars":7199,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Insurance coverage","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Management Consulting"],"lifecycle":[{"event":"open","at":"2026-10-21T13:06:52Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring 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