This role provides application support for 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 works closely with the Service managers to deliver a high quality service to our customers.

Team 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

Change Management – support 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 :

Provide the interface between the Production Support team and the Service Management team.  This includes;

• Working with the service managers on client escalations and to ensure the service is of the highest quality to those clients
• Escalating issues to the Head of Production Support as required

Perform the issue management service for clients.  This includes;

• Managing all incidents, analysis and response to issue log items, problems and root cause analysis
• Managing the response time for all incidents within SLAs for the client
• Ensuring temporary and permanent fix times are within SLAs for the client
• Organising a team of production support analysts to monitor, diagnose, perform root cause analysis of issues
• Working with developers and testers to ensure that production fixes and business process changes are fit for purpose

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$1.7 trillion in assets under administration (AUA).

Together with our customers, we help over 26 million people from all wealth segments to invest in their future.