Risk and Technical Support Specialist

Hytech; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Transportation allowance

Shift allowances for afternoon/night

Corporate insurance coverage

Gym and fitness claims

Training opportunities

Job summary

Hytech is a leading management consulting firm with a global footprint, actively seeking an experienced Incident Manager in Kuala Lumpur. You will own end-to-end production issue handling across multiple brands and platforms, coordinating technical, product, and business teams to ensure fast, effective resolutions.

Role requires strong incident management skills, clear communication, and the ability to maintain rigorous post-incident analysis.

Qualifications

• Min 3 years in IT operations or production support.
• At least 2 years in incident management or service operations.
• Strong ability to coordinate across multiple teams.
• Fluent written and verbal English communication.
• Exposure to fintech/trading platforms is preferred.

Responsibilities

• Manage production issues across brands from issue to closure.
• Review issues from complaints, alerts, and third parties.
• Assess incident severity (P0 to P2) and potential impact.
• Lead war rooms and coordinate technical, operational teams.
• Document timelines, RCA, PIR, and postmortems.

Skills

Incident management

Stakeholder coordination

Communication skills

Analytical skills

English proficiency

Problem solving

Tools

Freshdesk

Zendesk

Jira Service Management

Lark

Slack

PagerDuty

Grafana

Prometheus

Datadog

CloudWatch

ELK

Kibana

Job description

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services companies. We provide comprehensive consulting solutions, as well as middle- and back-office support, to empower our 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

• 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.
• 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.