About Hytech
Hytech is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services companies. The company provides comprehensive consulting solutions, as well as middle- and back-office support, to empower clients with streamlined operations and cutting-edge strategies. With a global team of over 2,000 professionals, Hytech has established a strong presence worldwide, with offices in Australia, Singapore, Malaysia, Taiwan, Philippines, Thailand, Morocco, Cyprus, Dubai, and more.
Key Responsibilities
Production Issue & Incident Management
- Manage production issues across multiple brands and business lines, from initial assessment and escalation through to resolution and closure.
- Review issues reported through customer complaints, business feedback, system alerts, monitoring dashboards, internal teams, and third-party providers.
- Assess incident severity, including P0, potential P0, P1, and P2, based on customer impact, affected business flows, duration, financial exposure, and regulatory risk.
- Initiate war rooms for major incidents and coordinate the relevant technical, operational, and business teams.
- Follow incident procedures, including stakeholder notifications, progress updates every 30 minutes, impact confirmation, fix verification, and closure.
Cross-Functional Coordination
- Take ownership of complex production issues, ensuring clear accountability, next steps, and timely follow-up.
- Coordinate with system owners across Account, Payment, Trading, CRM, App, Back Office, Copy Trading, IB, Campaign, Risk Control, Infrastructure, and third-party vendors.
- Clearly communicate issue symptoms, possible root causes, affected modules, and business impact to support investigation and resolution.
- Escalate high-impact issues to the relevant Head of Department, Tech Lead, Product Owner, or management team.
- Keep business and customer-facing teams informed with timely, accurate, and easy-to-understand updates.
Post-Incident Review & Issue Closure
- Lead post-incident reviews and prepare root cause analysis (RCA), post-incident review (PIR), and postmortem reports.
- Document incident timelines, impact, root causes, resolutions, preventive measures, and accountable owners.
- Track corrective and preventive actions through to completion.
- Review recurring issues, unresolved tickets, consultation requests, and non-system issues to identify opportunities for long-term service improvement.
Data Analysis & Management Reporting
- Prepare weekly and monthly RTS reports covering incident trends, issue distribution by module, unresolved issues, and P0 and potential P0 statistics.
- Analyse data from Jira, Freshdesk, monitoring systems, dashboards, and internal reports to identify patterns and emerging risks.
- Highlight major incidents, high-risk modules, recurring problems, unresolved risks, and resource requirements for management.
- Translate technical findings into clear business insights for management, business teams, and customer-facing teams.
Monitoring & Process Improvement
- Support improvements to monitoring dashboards, P0 alert integration, automated alerts, Lark Bot notifications, and reporting automation.
- Improve monitoring coverage for key business flows, including registration, login, KYC, deposits, withdrawals, trading, copy trading, IB, CRM, App, and core APIs.
- Help define alert thresholds, incident severity criteria, response SLAs, escalation procedures, and ownership models.
- Continuously improve RTS standard operating procedures to strengthen response speed, issue diagnosis, and cross-team collaboration.
Team Development & Knowledge Management
- Guide junior RTS team members in assessing production issues, coordinating incidents, and following through on resolutions.
- Create and maintain playbooks, troubleshooting guides, knowledge bases, incident case libraries, communication templates, and escalation paths.
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