Production Support Analyst

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This role provides application support for the FNZ business; it involves issue management from external and internal clients to meet KPIs and SLAs and to liaise with other areas of FNZ to ensure a robust and scalable production environment for all FNZ’s customers.

The role is responsible for the support of a subset of the FNZ client base overseeing activities for those clients or in relation to a specific functional area of the proposition.

Team Responsibilities

Application Support – ensure that the application is maintained and working efficiently and against agreed service levels.

Issue Management – analyse, investigate, and allocate for resolution and closure for all issues.

Service Support – support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations.

Change Management – support guidance for testing and release process for production fixes

Project Handover – facilitate the transition between project support and production support for all change

Specific Role Responsibilities

Application Support – ensure that the application is working correctly as deployed.

Issue Management – analyse, investigate, and allocate for resolution and closure for all issues.

Service Support – support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations.

Monitor issues log; to maintain the quality of information on the issue log to allow for full investigation, resolution, and closure of all queries;

Diagnosis and Problem Solving : Identify, troubleshoot and resolve production issues.

Work with developers, analysts and testers to ensure that production fixes and business process changes are fit for purpose.

Project Handover – support the transition between project support and production support for all change.

Change Management – support testing and release process for production fixes.

The role will cover extended business hours on a rotation basis.

To undertake any other projects / tasks as may reasonably be required to facilitate the smooth operation of the production environment.

Performance Assessment

KPI reporting – issue management performance against KPIs

Availability – uptime during core and non-core hours

Performance – performance metrics during core and non-core hours

Reliability – test results and performance during real failure events

Experience required

• University degree qualified (2.1) or equivalent.
• Ability to learn quickly in a dynamic fast-paced industry.
• Enjoy working as part of a high performance team.
• Passionate about creating innovative solutions for customers.
• Highly self motivated and directed, confident, independent, able to take initiative and with a delivery focused working style.
• Superior analytical thinking and keen attention to detail.
• Proven problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Excellent organisational, administration and time management skills.
• Good team communication skills, confident in dealing with internal and external clients.
• Highly developed written and oral communication skills.
• Interest / familiarity with financial markets and products.

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