Kerja Sepenuh Masa, Risk and Technical Support di Hytech Federal Territory - Maukerja

About Hytech

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services organisations. We deliver end-to-end consulting services and provide robust middle- and back-office solutions that enable our clients to optimise operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape.

With more than 2,000 professionals worldwide, Hytech has a strong and growing international presence, with offices across Australia, Singapore, Malaysia, Taiwan, the Philippines, Thailand, Morocco, Cyprus, Dubai, and beyond.

About Role

RTS is the core team responsible for 24/7 production issue handling, incident coordination, issue escalation, progress tracking, and post-incident closure across multiple brands and business lines.

This role is not a traditional customer service or ticket-forwarding position. We are looking for a senior-level candidate who can quickly assess production issues, identify business impact, coordinate cross-functional teams, drive resolution, and support long-term service stability improvements.

The ideal candidate should have strong incident management experience, basic technical understanding, good business awareness, and the ability to communicate clearly under pressure.

Key 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.

Must-Have Requirements

1. Minimum 3 years of Industrial working experience, with at least 2 years in production support, incident management, technical support, IT operations, service operations, project coordination, or a similar role.
2. Proven senior-level experience in independently handling complex issues without step-by-step guidance.
3. Experience 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.
4. Strong issue assessment ability, with the capability to distinguish between system issues, performance issues, user operation issues, product experience issues, configuration issues, data issues, third-party issues, and consultation-type cases.
5. Basic technical understanding, including concepts such as API, database, timeout, logs, CPU, memory, connection count, service restart, monitoring alerts, error codes, production environment, gray release, rollback, Jira, and ticket workflow.
6. Solid incident management knowledge, including War Room, RCA, PIR, Postmortem, SLA, Escalation, and Action Item tracking.
7. Strong communication and coordination skills, especially under pressure.
8. Strong written communication skills, with the ability to write incident summaries, meeting minutes, management reports, and issue analysis documents.
9. Data-sensitive mindset, with the ability to use Excel, Google Sheets, Jira Dashboard, BI tools, or similar tools for issue tracking and trend analysis.
10. Willingness to support a 24/7 production issue response mechanism when required.

Nice-to-Have Requirements

• Experience with trading platforms such as MT4, MT5, cTrader, Copy Trading, PAMM / MAM, IB systems, CRM, or Affiliate systems.
• Experience with payment and withdrawal flows, including bank card payments, local bank transfer, crypto payment, third-party payment channels, withdrawal review, and payment callback.
• Experience with tools such as Freshdesk, Zendesk, Jira Service Management, Lark, Slack, PagerDuty, Opsgenie, Grafana, Prometheus, Dynatrace, Datadog, CloudWatch, ELK, or Kibana.
• Basic SQL ability for simple data checks and issue verification.
• Experience working across multiple brands, regions, and language environments.
• English working proficiency, including reading technical documents, understanding third-party replies, and joining English-speaking meetings.
• Experience using AI tools to generate meeting minutes, incident summaries, data analysis reports, SOP documents, and knowledge base content.

What We Offer

• Easy access to public transportation (LRT & KTM).
• Transportation allowance.
• Corporate insurance coverage, including dental, optical, and outpatient claims.
• Gym and fitness claims.
• Ongoing training and development opportunities.
• Exposure to exciting projects that support career growth and professional development.