About HytechHytech is a leading management consulting firm headquartered in Australia and Singapore specialising in digital transformation for fintech and financial services companies The company provides comprehensive consulting solutions as well as middle and backoffice support to empower clients with streamlined operations and cuttingedge strategies With a global team of over 2000 professionals Hytech has established a strong presence worldwide with offices in Australia Singapore Malaysia Taiwan Philippines Thailand Morocco Cyprus Dubai and moreKey ResponsibilitiesProduction Issue amp 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 thirdparty 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 closureCrossFunctional Coordination Take ownership of complex production issues ensuring clear accountability next steps and timely followup Coordinate with system owners across Account Payment Trading CRM App Back Office Copy Trading IB Campaign Risk Control Infrastructure and thirdparty vendors Clearly communicate issue symptoms possible root causes affected modules and business impact to support investigation and resolution Escalate highimpact issues to the relevant Head of Department Tech Lead Product Owner or management team Keep business and customerfacing teams informed with timely accurate and easytounderstand updatesPostIncident Review amp Issue Closure Lead postincident reviews and prepare root cause analysis RCA postincident 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 nonsystem issues to identify opportunities for longterm service improvementData Analysis amp 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 highrisk modules recurring problems unresolved risks and resource requirements for management Translate technical findings into clear business insights for management business teams and customerfacing teamsMonitoring amp 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 crossteam collaborationTeam Development amp 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 teams ability to independently assess issues coordinate stakeholders and drive proactive service improvementsRequirements 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 seniorlevel experience independently managing complex issues coordinating stakeholders and driving resolution without stepbystep guidance Strong business awareness and issue assessment skills with the ability to distinguish between system performance user operation product experience configuration data thirdparty and consultationrelated 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 crossfunctional coordination skills with the ability to remain clear and effective under pressure Stron
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