The System Support Manager is responsible for supporting primarily the production platform used by us for its PTS operation, and other related environments essential for its operation, such as test environments. System Support Manager reports to the Chief Technology Officer.
●Primary responsibilities include: Ensure the stable and smooth system operations of our PTS business, which includes the order matching systems, smart order routing system, surveillance system and other reporting applications. This includes, among other responsibilities, working closely with offshore technical support team, provide technical support to resolve problems and incidents in the production and other essential platforms. Be the first point of escalation for issues in the production platform, and work closely with other teams to resolve issues and restore service in a timely manner according to its criticality. During outage situation, act as a main coordinator to ensure timely and clear communication between various parties. Act as gatekeeper to the production and other essential platforms with regards to Change Control Process. In order to maintain stability and manage system risks, the Support Manager must review, understand and assess the proposed changes to the platform in terms of risks, priority and impact, before approving the changes. Review incident tickets to ensure quality and follow-up actions are completed. Proactively monitor the production platform’s stability, performance and capacity. Regularly review incident trends and system capacity trends. Proactively address any potential risks, stress points or concerns in stability, performance and capacity. Monitor and control user access rights to production platform. This includes checking production environment access records and regular user list recertification. Respond to internal and external parties’ inquiries on system matters, via telephone or email.
●Other responsibilities include: In order to keep up-to-date with latest changes to the platform, participate in beta testing of new software releases if necessary.