Role Description

The Operational Support Analyst is part of a team of analysts with responsibility for meeting agreed service levels for FNZ managed service clients whilst ensuring exemplary customer satisfaction. The role is responsible for the support and monitoring of the Managed Services applications, environments and infrastructure to ensure FNZ services are delivered within KPI’s and SLA’s.

Specific Role Responsibilities

• The Managed Service Operations team provides cover to our clients between the hours of 8am and 6pm; therefore, the working hours for this will vary accordingly in line with the Managed Service Operations team rota (8am-4pm [early] and 10am-6pm [late]). 

• Cover for out of hours operational tasks including weekends and public holidays on a rotational basis

• Perform day-to-day operational support tasks to support the managed service and meet agreed SLAs including daily checks and BAU application monitoring

• Carry out agreed application maintenance tasks.

• Respond to Time Critical and High Priority alerts and deliver successful outcomes

• Assist in the analysis and design of managed services implementations including creation of application monitoring scripts and recovery procedures

• Assist in the documentation of processes, procedures and policies for the operational support function.

• Follow processes, procedures and policies especially with regard to data security and customer information

• Contribute to the resolution of any incidents and work closely with the CSC production support team.

• Work with vendors and third-party providers to achieve operational support levels and programme commitments.

• Collate service level reporting for onward discussion with clients of the managed service.

• Work collaboratively with CSC, Solutions Development, Product owners and other FNZ departments

Team Responsibilities

• Monitoring the Managed Service for our clients to ensure any problems are diagnosed and resolved within set SLAs and set service hours.

• Diagnose problems and analyse the system to both resolve issues and improve the service.

• Provide user access and resolve any accessibility problems for users whilst ensuring a secure service.

• Support the use of the service so that it meets the client’s business requirements within set SLAs.

• Respond to any error or warning messages within the system and take appropriate resolutions

• Creation of new monitoring solutions, application alerts and recovery procedures

• Analyse and suggest changes to configuration within Managed Service change control framework.

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

• Minimum 2 years experience in a client-facing support role, working to defined SLAs and KPI’s

• Highly self motivated and directed, confident, independent, able to take initiative and with a delivery focused working style.

• Highly logical and proven problem-solving abilities.

• 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.

• Experience of documenting processes, procedures and policies to be used internally

• Familiarity with JIRA, PagerDuty, Confluence, monitoring software and Incident Management systems

• Intermediate SQL skills.

• Knowledge of operating systems (IBM, Windows, Linux) and cloud platforms AWS and GCP

• Desirable ITIL Certification

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.