Production Support Analyst

Role Description

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.

Organisational Design

Production Support sits within the CIO function of FNZ.

This position is part of the regional Production Support department and reports to Lead Analyst of the function team or Senior Service Analyst of the Client specific team.

The role is located in Brno or Edinburgh

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

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

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

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 - facilitate the transition between project support and production support for all change;
• Change Management - support testing and release process for production fixes;

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 logical.

• 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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