Support Associate, Application Support & System Reliability

Support Associate, Application Support & System Reliability Overview

• The Support Associate ensures stability and reliability of critical wealth management systems.
• Focus on minimizing downtime and enhancing user experience through proactive system reliability engineering.
• Collaborate with business users, development teams, and vendors to optimize system performance.
• Contribute to incident management, problem resolution, and operational resilience initiatives.
• Support trading and settlement platforms, ensuring seamless operations and compliance.
• Drive continuous improvement through automation, process optimization, and preventive fixes.
• Provide high-quality application support for equities, futures, and options trading systems.
• Maintain system stability through health checks, monitoring, and proactive measures.

Support Associate, Application Support & System Reliability Key Responsibilities & Duties

• Lead system reliability reviews to identify risks and improvement opportunities.
• Enhance monitoring by defining alerts, thresholds, and observability coverage.
• Conduct post-incident reviews and track corrective actions for system resilience.
• Coordinate Business Continuity Planning (BCP) and Disaster Recovery (DR) testing.
• Define and track KPIs for system availability, reliability, and performance metrics.
• Collaborate with teams to implement automation and system hardening measures.
• Manage production incidents, ensuring timely resolution and stakeholder communication.
• Support user requests, including data queries, reporting, and workflow updates.
• Plan and execute system testing and deployment activities effectively.

Support Associate, Application Support & System Reliability Job Requirements

• Bachelor’s degree in Computer Science or related disciplines is required.
• Minimum 3 years of experience in application support/system reliability engineering.
• Proven expertise in incident management, problem resolution, and root cause analysis.
• Strong understanding of equity/futures trading systems and settlement flows.
• Experience with application monitoring tools and scripting (SQL, shell).
• Familiarity with BCP/DR coordination, system testing, and change management.
• Excellent stakeholder management skills for collaboration with cross-functional teams.
• Mandarin proficiency is advantageous but not mandatory.
• Analytical mindset with proactive problem-solving abilities and attention to detail.