Production Support Analyst

The role
- Supporting Incident & Problem Management - analysis, investigation, diagnosis and problem solving to identify, troubleshoot and resolve production issues.
- Release & Change Management - support testing and release process for production fixes.
- Service Transition - facilitate the transition between project support and production support for all change
- Service Level Management - support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations

The responsibilities will include:

- Prioritises and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution, escalating as appropriate. Documents and closes resolved incidents according to agreed procedures. Analyses causes of incidents and provides recommendations in order to minimise probability of recurrence and contribute to service improvement. Initiates and monitors actions to anticipate, investigate and resolve problems in systems, processes and services.
- Determines problem fixes and assists with the implementation of agreed remedies and preventative measures.
- Ensures that such problems are fully documented within the relevant reporting systems.
- Collaborates with colleagues, operational/client-servicing staff and other users to produce long term scalable solutions that adhere to procedural and regulatory compliance requirements.
- Works with developers, other analysts and testers to ensure that production fixes and business process changes are fit for purpose.
- Relevant experience and/or qualification within a relevant field.
- Intermediate SQL skills;
- Interest / familiarity with financial markets and products would be advantageous.
- Passionate about providing an excellent service experience for our clients.
- Strong analytical thinking and keen attention to detail.
- Highly logical with proven problem-solving abilities.
- Independent, self directing and delivery focused working style.
- Good communication skills, confident in dealing with internal and external clients.
- Able to take initiative learn quickly in a dynamic fast-paced industry; Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Excellent organisational, administration and time management skills.
- Some experience with Microsoft.NET development products, including C#, VB.NET and SQL Server, beneficial but not essential.

What is in it for you?
- Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world’s largest companies.
- Remuneration and career advancement is based on individual contribution and business impact rather than tenure or seniority.
- We provide significant financial rewards for high performing individuals.
- Global career opportunities for our best employees at any of our offices in the UK, Canada, Czech Republic, Australia, New Zealand or China.
- About FNZ_
- FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back._
- We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution._
- We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA)._
- Together with our customers, we help over 20 million people from all wealth segments to invest in their future._