Senior 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:

• Technical Operations Expertise: 3-5 years of experience in supporting commercial enterprise products, ideally with exposure to 24x7 follow-the-sun operations. 
• Incident Management and Service Requests: Strong experience in managing incidents, customer service requests, and operational alerts, with an understanding of ITIL service management practices.
• Proactive Support: 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.
• Collaboration: Ability to work with cross-functional teams, shielding development teams from non-development activities by effectively managing incidents.
• Hands-On Problem Solving: Hands-on experience with trading platforms (such as FX, Equities Exchanges or Order Management Systems), and the ability to read FIX Protocol log messages 
• Communication Skills: High energy, passionate team player with excellent verbal and written communication skills, comfortable engaging with traders, operations teams, and other internal stakeholders.
• Data Analysis and Performance Optimization: Experience with data analysis, performance trending, and performance profiling systems using tools like ELK, InfluxDB, Grafana.
• Quality Focus: 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. 
• Fast-Paced Environment: Ability to thrive in a fast-paced environment, taking initiative and adapting to emerging challenges.

Nice To Have

• Information Security: Knowledge of information security and compliance standards is a plus.
• Technical Implementation and Onboarding: Experience supporting technical deployments, including launching new products and services. Ability to train users during onboarding and provide ongoing technical support to ensure smooth integration.
• Client Support: Experience managing ongoing client relationships, providing user training during onboarding, and collaborating to enhance customer satisfaction.
• Platform Operations: Experience in supporting application services (Web, Java, Node.js, Messaging), and databases (Postgres, MySQL, Oracle, Redis).
• Scripting and automation using languages like Bash, Java, Node.js, Python, or Groovy to automate operational tasks.