Service Delivery Engineer

The Role:

• Support and maintain the operational stability and availability of OSL's 24x7 cryptocurrency business, covering Exchange, OTC & Brokerage, Blockchain, Wallet capabilities, and Operational and Control platforms.
• Manage technology-related incidents, providing professional communication to clients and stakeholders.
• Ensure platform quality and consistency by following established processes, standard operating procedures (SOPs), and proactive monitoring.
• Collaborate with multiple internal teams, including infrastructure, development, security, trading, sales, account management, and operations, to maintain high standards of operational excellence.
• Shield development teams by handling Level 2 escalations and non-development activities to allow them to focus on core technical projects.
• Contribute to creating and maintaining standard operating procedures (SOPs) to support operational efficiency and consistent service.

Key Requirements:

• 3-5 years of experience in supporting commercial enterprise products, ideally with exposure to 24x7 follow-the-sun operations.
• Strong experience in managing incidents, customer service requests, and operational alerts, with an understanding of ITIL service management practices.
• A fierce belief in "if it's not monitored, it's not in production" and the ability to ensure proactive monitoring coverage for high availability.
• Ability to work with cross-functional teams, shielding development teams from non-development activities by effectively managing incidents.
• Hands-on experience with trading platforms (such as FX, Equities Exchanges or Order Management Systems), and the ability to read FIX Protocol log messages
• High energy, passionate team player with excellent verbal and written communication skills, comfortable engaging with traders, operations teams, and other internal stakeholders.
• Experience with data analysis, performance trending, and performance profiling systems using tools like ELK, InfluxDB, Grafana.
• Strong focus on ensuring platform consistency and quality through operational checks, proactive maintenance, and incident response. Experience working in a regulated and audited environment, where following processes and procedures is paramount.
• Ability to thrive in a fast-paced environment, taking initiative and adapting to emerging challenges.
• Proficiency in English and Chinese is a must.