Risk and Technical Specialist

Fuku by Momofuku; Kuala Lumpur; On-site; MYR 150,000 - 240,000; Full time

Benefits offered by this job

Transit allowance

Shift allowances

Insurance coverage

Gym and fitness

Training & development

Career growth projects

Job summary

Hytech in Kuala Lumpur is seeking a senior Production Issue & Incident Manager to lead end-to-end resolution of cross-brand incidents across fintech clients. You will coordinate technical, operational, and business teams, run war rooms, and ensure timely communications and RCA/PIR reporting.

The role requires at least 3 years in production support or incident management, strong analytical skills, and experience with Jira, monitoring tools, and API awareness.

Qualifications

• Minimum of 3 years of professional working experience in production support or incident management.
• Experience coordinating stakeholders and driving resolution without step-by-step guidance.
• Strong business awareness and issue assessment skills across multiple domains.
• Familiarity with APIs, databases, logs, monitoring alerts, and production environments.
• Proven ability to prepare incident summaries, minutes, and management reports.

Responsibilities

• Lead production issue & incident management across brands, from assessment to closure.
• Review issues from complaints, alerts, and internal/external sources for RCA and action.
• Initiate war rooms and coordinate technical, operational, and business teams.
• Provide timely stakeholder updates and support post-incident reviews.

Skills

Incident management

Cross-functional coordination

English proficiency

Analytical skills

Communication

Tools

Freshdesk

Jira

Grafana

Datadog

Prometheus

Job description

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.
• - Strengthen the team’s ability to independently assess issues, coordinate stakeholders, and drive proactive service improvements.

Requirements

• - Minimum of 3 years of professional working experience, including at least 2 years in production support, incident management, technical support, IT operations, service operations, project coordination, or a related role.
• - Demonstrated senior-level experience independently managing complex issues, coordinating stakeholders, and driving resolution without step-by-step guidance.
• - Strong business awareness and issue assessment skills, with the ability to distinguish between system, performance, user operation, product experience, configuration, data, third-party, and consultation-related issues.
• - Basic technical understanding of APIs, databases, timeouts, logs, CPU and memory usage, connection counts, service restarts, monitoring alerts, error codes, production environments, phased releases, rollbacks, Jira, and ticket workflows.
• - Solid knowledge of incident management practices, including war room coordination, RCA, PIR, postmortems, SLAs, escalation, and action tracking.
• - Strong ownership, communication, and cross-functional coordination skills, with the ability to remain clear and effective under pressure.
• - Strong written communication skills, including the ability to prepare incident summaries, meeting minutes, management reports, and issue analysis documents.
• - Strong analytical skills and the ability to use Excel, Google Sheets, Jira dashboards, BI tools, or similar tools for issue tracking and trend analysis.
• - Willingness to support a 24/7 production issue response mechanism when required.
• - 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.
• - Familiarity with MT4, MT5, cTrader, Copy Trading, PAMM/MAM, IB, CRM, or Affiliate systems is an advantage.
• - Experience with payment and withdrawal processes, including bank card payments, local bank transfers, crypto payments, third-party payment channels, withdrawal reviews, and payment callbacks, is an advantage.
• - Familiarity with tools such as Freshdesk, Zendesk, Jira Service Management, Lark, Slack, PagerDuty, Opsgenie, Grafana, Prometheus, Dynatrace, Datadog, CloudWatch, ELK, or Kibana is preferred.
• - Basic SQL skills for data checks and issue verification, along with experience working across multiple brands, regions, and language environments, are advantageous.
• - Working proficiency in English, including the ability to read technical documentation, understand third-party responses, and participate in English-speaking meetings, is preferred.
• - Experience using AI tools to support meeting minutes, incident summaries, data analysis reports, SOP documentation, and knowledge base content is an advantage.

What We Offer

• - Easy access to public transportation (LRT & KTM).
• - Transportation allowance and competitive shift allowances for afternoon and night shifts.
• - 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.