Main tasks and responsibilities

? Understand and carry out requests and requirements from Technical Account Managers and clients.

? Handling day to day ticket queries and internal tasks.

? Modifications to existing client setups.

? Deploy updates and perform maintenance of software components and applications.

? Working on a mixture of "business as usual" tasks, as well as specific queries from clients.

? Incident Management, and handle emergencies quickly and efficiently.

? Resolve or escalate any issues highlighted by monitoring system alerts, discovered during checks, or reported by clients.

? Following an escalation chain, and ensuring that requests and queries are resolved in a timely manner.

? Problem Management and prioritising tasks and requests.

? Proactive monitoring of the live environments with daily and weekly checks.

? Reactive monitoring of all environments from direct alerts and monitoring consoles.

? Learn bespoke tools and applications used to analyse and investigate cases, or troubleshoot issues.

? Respond to trade and price investigations, including but not limited to reject and fills analysis and market data analysis.

Secondary tasks and responsibilities

? MetaTrader 4 or 5 platform administration.

? Participate as necessary when extra cover may be required to support market events.

? Participate in emergencies, disaster recovery, and incidents at short notice as needed.

? Documenting work, updating existing documentation.

Experience and abilities for all candidates

? Must have an Application Support background with bespoke software (not general IT support).

? Ability to write basic SQL queries and use basic Linux commands.

? Experience in log analysis and using application troubleshooting tools.

? Experience with MetaTrader 4 trading platform and FIX protocol preferred.

? Excellent written and spoken English and able to learn technical and financial concepts quickly.

? Ability to remain calm and composed under pressure and meet strict deadlines.

? Strong organisation skills, keen to details and ability to prioritise different tasks quickly.

? Ability to work with a team of technology specialists including developers, understand and learn how to configure new and complex systems.

? Ability to interact with clients and peers with a flexible and mature attitude to work.

? Understanding of the Forex Industry preferred.

? Knowledge of ITIL, JIRA, and Confluence preferred.

? Self-motivated and ambitious.

? At least 1 year work experience in a similar role

? Willing to undergo a 2 weeks training program for the position to determine eligibility.

Qualifications

能胜任全英文的工作环境（英语不好者勿投）

BSc / BEng in Computer Science, Engineering, Information Technology or a closely related field essential.

MSc / MEng in Computer Science, Engineering, Information Technology or a closely related field preferred.

Mandarin Chinese and fluency in English both written and spoken are a must for the role

上班地址：上海市黄埔区西藏中路336号