Production Support Senior Analyst
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Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Role Description
The Role
The Production Support Senior Analyst serves as the SME for one or more FNZ platforms owning deep technical ability and operational stewardship. They ensure platform reliability lead complex investigations publish highquality RCAs and drive preventive and stability improvements. Senior Analysts work closely with Developers Analysts and global operational teams to strengthen platform resilience through automation refined runbooks and continuous service enhancement.
Team Responsibilities:
- Own daily checks recoveries and reliability activities for assigned platforms as the primary SME.
- Lead technical investigations during incidents guiding Analysts through triage verification and recovery steps.
- Produce and maintain SOPs runbooks knowledge articles and preventive controls to uplift operational maturity.
- Deliver accurate insightdriven RCA documents that improve platform resilience.
- Partner with Developers to support code/config fixes and drive automations that reduce manual effort and recurring issues.
- Support incident bridges by coordinating platformspecific tasks and providing targeted analysis.
- Contribute to reporting metrics and operational reviews.
- Coach Analysts and help build their platform knowledge and investigative capability.
Specific Role Responsibilities:
- Develop deep expertise in assigned platforms and act as the technical escalation point.
- Perform and oversee daily platform checks recoveries and validations to ensure early detection of anomalies.
- Lead endtoend investigation of production issues using SQL logs workflow traces and internal tools.
- Own and publish highquality RCAs ensuring clarity accuracy and actionable followups.
- Identify recurring incidents or inefficiencies and collaborate with Developers on automation or configuration improvements.
- Create and maintain SOPs runbooks monitoring rules and knowledge assets to standardize operational behavior.
- Recommend preventive actions and stability enhancements that reduce incident volume and improve platform performance.
- Guide Analysts in complex investigations and support their multiplatform learning journey.
- Provide technical inputs to Leads for clientfacing communication.
- Participate in oncall activities as needed serving as technical escalation support.
- Ensure compliance with audit evidence and operational standards across assigned platforms.
Experience required
What we are looking for:
- 58 years of experience in Production Support Application Support or similar operational roles.
- Strong SQL capability with proficiency in analyzing complex datasets and workflow behavior.
- Exposure to monitoring/operational tools such as Splunk ServiceNow PagerDuty or NewRelic.
- Demonstrated experience in debugging using logs patterns and platform diagnostics.
- Proven ability to lead investigations during major incidents.
- Strong understanding of ITIL processes particularly RCA and Problem Management.
- Experience owning platformlevel operational responsibilities such as checks recoveries and reliability controls.
- Ability to mentor and guide Analysts in investigation techniques and operational discipline.
- Strong written and verbal communication skills for documentation RCAs knowledge articles and stakeholder coordination.
Experience preferred
Beneficial but not essential.
- Understanding of financial platforms or investment workflows.
- Familiarity SQL Server internals API integrations or microservice behaviors.
- Experience designing automations or proposing operational efficiency improvements.
For advertising: Opportunities
What do we offer:
- We are mission led - work at the heart of a purpose-led organization where you can be proud of the impact you make every day. Where youll transform the way over 20 million people invest making wealth management more accessible sustainable and transparent to more people.
- Rapid career growth - encouraged to take on responsibility play a part in the evolution of the company and rapidly drive your career development working on real projects that directly impact our clients and their customers.
- Market leading technology - Build create and evolve innovative solutions for the worlds most trusted brands using the latest technologies to help change the face of investing for the future
- Learning & development Placing emphasis on a willingness to learn to think differently to be creative and to help drive innovation.
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.
Required Experience:
Senior IC
Key Skills
- IT Experience
- Problem Management
- Desktop Support
- Citrix
- Mobile Devices
- Windows
- Customer Support
- Help Desk
- Operating Systems
- Technical Support
- Troubleshooting
- Application Support
About Company
We provide a global, end-to-end wealth management platform that integrates technology, business & investment operations all in a regulated financial institution
