The Role:

• Support and maintain the operational stability and availability of OSL's 24x7 cryptocurrency business , covering Exchange , OTC & Brokerage , Blockchain , Wallet capabilities , and Operational and Control platforms .
• Manage technology-related incidents , providing professional communication to clients and stakeholders .
• Ensure platform quality and consistency by following established processes, standard operating procedures (SOPs) , and proactive monitoring .
• Collaborate with multiple internal teams , including infrastructure , development , security , trading , sales , account management , and operations , to maintain high standards of operational excellence .
• Shield development teams by handling Level 2 escalations and non-development activities to allow them to focus on core technical projects.
• Contribute to creating and maintaining standard operating procedures (SOPs) to support operational efficiency and consistent service.

Key Requirements

• Technical Operations Expertise : 3-5 years of experience in supporting commercial enterprise products , ideally with exposure to 24x7 follow-the-sun operations .
• Incident Management and Service Requests : Strong experience in managing incidents , customer service requests , and operational alerts , with an understanding of ITIL service management practices .
• Proactive Support : A fierce belief in " if it's not monitored, it's not in production " and the ability to ensure proactive monitoring coverage for high availability.
• Collaboration : Ability to work with cross-functional teams , shielding development teams from non-development activities by effectively managing incidents .
• Hands-On Problem Solving : Hands-on experience with trading platforms (such as FX , Equities Exchanges or Order Management Systems ), and the ability to read FIX Protocol log messages .
• Communication Skills : High energy, passionate team player with excellent verbal and written communication skills , comfortable engaging with traders , operations teams , and other internal stakeholders .
• Data Analysis and Performance Optimization : Experience with data analysis , performance trending , and performance profiling systems using tools like ELK , InfluxDB , Grafana .
• Quality Focus : Strong focus on ensuring platform consistency and quality through operational checks , proactive maintenance , and incident response . Experience working in a regulated and audited environment , where following processes and procedures is paramount.
• Fast-Paced Environment : Ability to thrive in a fast-paced environment , taking initiative and adapting to emerging challenges.

Nice To Have

• Information Security : Knowledge of information security and compliance standards is a plus.
• Technical Implementation and Onboarding : Experience supporting technical deployments , including launching new products and services . Ability to train users during onboarding and provide ongoing technical support to ensure smooth integration .
• Client Support : Experience managing ongoing client relationships , providing user training during onboarding, and collaborating to enhance customer satisfaction .
• Platform Operations : Experience in supporting application services ( Web , Java , Node.js , Messaging ), and databases ( Postgres , MySQL , Oracle , Redis ).
• Scripting and automation using languages like Bash , Java , Node.js , Python , or Groovy to automate operational tasks .

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