As Production Support Lead, you will be the go-to person for our client. Your responsibilities extend to overseeing the intricate landscape of issue management, addressing concerns from both external and internal clients to meet key performance indicators (KPIs) and service level agreements (SLAs). A core aspect of your role involves managing the workflow, ensuring the seamless functioning of the application as deployed, emphasizing proactive and reactive measures to champion continuous service improvement.

Your expertise comes to the forefront in Incident & Problem Management, where you lead the analysis, investigation, diagnosis, and problem-solving efforts to identify, troubleshoot, and resolve production issues. Additionally, your involvement in Release & Change Management is crucial, as you support the testing and release processes for production fixes. Facilitating the transition between project support and production support during Service Transition is a key responsibility, ensuring a smooth flow of operations.

The responsibilities will include:  

• Analyse incidents, recommends solutions, and contributes to service improvement.
• Ensure that all requests, incidents and problems are dealt with according to set standards and procedures.
• Direct daily operations, allocate resources, and plan to meet service levels.
• Proactively address system and service problems, ensuring timely resolution actions.
• Facilitate development of documented problem solutions and corrective actions.
• Educate and train internal and external application users.
• Guide team members, monitor progress, and prioritize quality improvement.
• Initiate process improvements aligned with business objectives and audits.
• Drive enhancements aligning with procedural, regulatory, and security requirements.
• Draft and maintain meticulous documentation for application support procedures.
• Contribute to audits and reviews, collecting evidence for process evaluation.
• Undertake diverse projects and tasks to ensure smooth production operations.

What are we ideally looking for in a successful candidate? 

• Degree preferable in either Commerce/IT or a related field; or equivalent.
• Intermediate SQL skills.
• Independent, self-directing and delivery focused working style.
• Superior analytical thinking and keen attention to detail.
• Good communication skills, confident in dealing with internal and external clients. Passionate about providing an excellent service experience for our clients.
• Demonstrable ability to provide leadership and direction in incident management, to effectively prioritize and execute tasks in a high-pressure environment.
• Builds relationships with senior internal and external stakeholders.

These are also an advantage (but not a must):

• Interest / familiarity with financial markets and products.
• Some experience with Microsoft .NET development products, including C#, VB.NET and SQL Server, beneficial but not essential.
• Open to the variance of work hours, including the flexibility to start earlier or later than standard work hours.

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 medical and life 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.

If this role appeals to you, please apply by Sunday 31st March 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.

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.