Production Support Client Specialist

Role Description

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 FNZs customers.

This role is responsible for the day-to-day engagement with the FNZ client. They have responsibilities for all aspects of the services supported within Production Support.

The role works closely with the Service managers to deliver a high-quality service to our customers.

Specific Role Responsibilities

This role is a key client engagement role within Production Support. It requires key knowledge of the proposition and the client to manage service:

• Close collaboration with other members of the production support team to deliver services to a specific FNZ client or clients.
• 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 Analysis Lead and Head of Sector as required.
• Attend client and internal meetings.
• Have oversight of Key KPIs and reporting
• On a rota work on-call to support the out of hours service provided by Production Support
• Support other areas of Production Support to ensure that the service is maintained across the client base.
• Other tasks: To undertake any other projects/ tasks as may reasonably be required to facilitate the smooth operation of the production environment.

Perform the issue management service for clients which includes:

• Managing the response time for all incidents within SLAs for the client
• Identifying and implementing robust incident fixes or workarounds
• Ensuring temporary and permanent fix times are within SLAs for the client.
• Collaborate with colleagues to support the diagnosis analysis and resolution of root cause issues.
• Working with developers and testers to ensure that production fixes and business process changes are fit for purpose

Experience required:

• English on at least communicative level.

• University degree in IT Finance or similar.

• Intermediate computer skills and basic knowledge of SQL.

• Ability to learn quickly in a dynamic fast-paced industry.

• Self-motivated confidentanda delivery focused working style.

• Problem-solving abilitiesand keen attention to detail.

• Excellent organization administration and time management skills.

• Good team communication skills confident in dealing with internal and external clients.

• Experience in Finance IT or project management desirable but not essential.

Opportunities

• 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 worlds largest companies;

• Remuneration and career advancement is based on individual contribution and business impact rather than tenure or seniority;

• We provide significant financial rewards for high performing individuals; and

• We provide global career opportunities for our best employees at any of our offices in the UK EU US and APAC.

At FNZ we recognize that diversity inclusion and accessibility are important factors for our success. We embrace the unique perspective and capabilities of our current and future employees which will help us continue to drive innovation and achieve our business goals. Recruitment decisions at FNZ are made in a non-discriminatory manner where all employees are valued and particular we want to ensure accessibility needs are well supported thus ensuring our recruitment process is fair and equitable for all applicants.

Please let us know if there is any support we can provide to ensure FNZs recruitment process is fully accessible to you. You can contact us at to discuss specific requirements.

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 wealths 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 the worlds leading financial institutions with over US$2.2 trillion in assets on platform (AoP).

Together with our clients we empower nearly 30 million people across all wealth segments to invest in their future.