As a Production Support Analyst, you'll provide application support for our business. The role 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. You will be a member of a critical team who: Provide Application Support - ensuring that the application is working correctly as deployed.Support 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: Identifying and resolving issues with applications, following agreed procedures.Carries out agreed application maintenance tasks.Prioritising and diagnosing 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.Determining problem fixes and assisting with the implementation of agreed remedies and preventative measures.Ensuring that such problems are fully documented within the relevant reporting systems.Collaborating with colleagues, operational/client-servicing staff and other users to produce long term scalable solutions that adhere to procedural and regulatory compliance requirements.Working with developers, other analysts and testers to ensure that production fixes and business process changes are fit for purpose.Drafting and maintaining procedures and documentation for application support. Other tasks: To undertake any other projects/tasks as may reasonably be required to facilitate the smooth operation of the production environment. What are we ideally looking for in a successful candidate? 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 and 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. Why should you join us? A hybrid 3+2 model combining working from the office and from home.A competitive salary and excellent benefits, including full comprehensive health insurance, annual leave, sick days, parental leave and more.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.We provide global career opportunities for our employees at any of our offices in the UK, Czech Republic, Australia, New Zealand, China and more. Applications are due to close on Sunday 3rd November 2024. *Please note that we will begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.
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