Technical Support

Job Description

Responsibilities

1. Production Issue and Incident Management

• Handle daily production issues from multiple sources, including customer complaints, business feedback, system alerts, monitoring dashboards, internal operations teams, and third-party service providers.
• Assess issue severity based on customer impact, affected brands, affected business flows, duration, financial loss risk, regulatory risk, and business impact.
• Manage incidents across different severity levels, including P0, potential P0, P1, and P2.
• When major incidents occur, quickly initiate a war room, involve the right stakeholders, and coordinate teams such as Product, Engineering, DevOps, QA, Customer Service, Compliance, Operations, and Business teams.
• Follow the incident SOP, including alert notification, war room coordination, progress updates every 30 minutes, impact confirmation, fix verification, and incident closure.

2. Cross-Functional Coordination

• Act as the RTS owner or key coordinator for complex production issues.
• Coordinate with different system owners, including Account, Payment, Trading, CRM, APP, Back Office, Copy Trading, IB, Campaign, Risk Control, Infrastructure, and third-party vendors.
• Break down complex problems into clear issue symptoms, possible root causes, affected modules, business impact, and next actions.
• Prevent issues from being passed around between teams without clear ownership.
• Escalate high-impact issues to the appropriate HOD, Tech Lead, Product Owner, or management team when needed.
• Ensure business teams and customer-facing teams receive timely and accurate updates.

3. RCA, PIR, and Issue Closure

• Drive post-incident reviews, including incident timeline, impact scope, root cause, resolution, preventive actions, and ownership clarification.
• Prepare clear RCA / PIR / Postmortem documents.
• Track follow-up action items until they are fully closed.
• Review repeated issues, unresolved tickets, high-frequency issues, consultation-type issues, and non-system issues on a regular basis.
• Push the team from reactive firefighting toward proactive problem management and service stability improvement.

4. Data Analysis and Management Reporting

• Prepare RTS weekly reports, monthly reports, incident trend analysis, module-level issue distribution, unresolved issue analysis, and P0 / potential P0 statistics.
• Analyze issue data from Jira, Freshdesk, monitoring systems, alert platforms, dashboards, and internal reports.
• Summarize key findings for management, including major issues, incident trends, high-risk modules, repeated problems, unresolved risks, and resource requirements.
• Convert complex technical issues into clear business language that can be understood by management, business teams, and customer-facing teams.

5. Monitoring and Process Improvement

• Participate in RTS monitoring dashboard projects, P0 alert integration, core business flow monitoring, automated alerts, Lark Bot notifications, and reporting automation.
• Help improve monitoring coverage for key business flows, including registration, login, KYC, deposit, withdrawal, trading, copy trading, IB, CRM, APP, and core APIs.
• Support the definition of alert thresholds, issue severity rules, response SLA, escalation mechanisms, and ownership models.
• Continuously improve RTS SOPs to increase response speed, issue localization efficiency, and cross-team collaboration quality.

6. Team Enablement and Knowledge Management

• As a senior member, guide junior RTS members in handling production issues and incidents.
• Build and maintain issue-handling playbooks, troubleshooting guides, module knowledge bases, incident case libraries, communication templates, and escalation paths.
• Help RTS evolve from a ticket-routing team into a team that can assess, coordinate, follow up, review, and drive service improvement.

Are you interested in this position?
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