The Exchange Support team is responsible for maintaining a global system for the firm’s cryptocurrency trading business, operating 24/7. This team provides L2/L3 support to business users and owns the production environment for all key business lines, including the exchange platform, risk management system, back office, market data, and non-trading activities. We are looking for strong, technology-focused team members to join the Exchange Production Support team.
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Responsibilities
Primary responsibilities include but are not limited to:
- User Management: Provide technical support to sales and business users, institutional and retail customers, focusing on application support, API support, and network connectivity.
- Incident Management: Identify and resolve production incidents, taking end-to-end ownership of production issues, collaborating with technical and business support teams, and ensuring timely escalation and resolution.
- Process Management: Own all release activities, participate in audit reviews, execute BCP exercises, and ensure compliance with ITIL best practice standards, SLAs, and client expectations.
- Operations Management: Monitor and automate alerts for applications and infrastructure, ensuring timely actions to maintain system stability and uptime. Maintain a knowledge repository and standard operating procedure documentation.
- Continuous Improvement: Identify areas for improvement, implement process optimizations, automate manual tasks, and enhance the service level provided to end users.
Required Skills
- 2+ years of production support experience in the banking or financial services industry.
- Technical Skills: Proficiency with UNIX commands for debugging, SQL, and Bash/Python scripting. Experience with supporting FIX protocol and APIs is essential.
- Solid understanding of Linux/Java-based systems, with exposure to cloud technology and DevOps utilities.
- Familiarity with monitoring and visualization tools such as Grafana, Prometheus, Control-M, ITRS Geneos, and Dynatrace.
- Strong service orientation with proven incident handling and troubleshooting skills; ITIL certification preferred.
- Excellent communication skills in English, with the ability to interact clearly with various stakeholders.
- Experience in supporting trading systems (OMS/EMS) with exposure to Equities, Derivatives, FX, or Cryptocurrency trading.
- Capacity to work under pressure, manage multiple priorities, and meet demanding deadlines; detail-oriented and results-driven.
- Proactive learner capable of quickly adopting new concepts, technologies, and business areas.
- Availability for shift work and weekend support.
About the Team
The exchange team develops and maintains a cutting-edge trading platform with a global presence across APAC, EMEA, and North America, aiming to provide a seamless and secure trading experience for clients.
Life @ the company
- Empowered to explore new opportunities with a talented, ambitious, and supportive team.
- A transformational working environment that encourages innovation and thoughtful solutions.
- Growth opportunities that help develop skill sets relevant for personal and professional progress.
- A supportive work culture where colleagues are dedicated to helping one another.
- An engaged team focused on achieving the goal of making cryptocurrency accessible in every wallet.
- Flexible work arrangements, including hybrid or remote setups.
- Career advancement options through our internal mobility program.
- Work perks, including a company visa card upon joining.
Benefits
- Competitive salary.
- Attractive annual leave entitlement including for birthdays and work anniversaries.
- Flexible work hours and hybrid or remote options.
- Diverse career alternatives through an internal mobility program.
- Work perks, including a company visa card upon joining.
About the company
Founded in 2016, the company serves over 80 million customers and is the world's fastest-growing global cryptocurrency platform. Our vision: Cryptocurrency in Every Wallet™. With a foundation built on security, privacy, and compliance, the company is committed to accelerating cryptocurrency adoption through innovation while empowering the next generation of builders, creators, and entrepreneurs to foster a fairer digital ecosystem.
Learn more at https://thecompany.com.
Diversity Statement
The company is an equal opportunity employer dedicated to creating an equitable and inclusive environment. We value diversity and seek candidates from various backgrounds and perspectives to strengthen our team.
Personal Data
Personal data provided by applicants will be used solely for recruitment purposes.
Contact Information
Please note that only shortlisted candidates will be contacted.
