Production Support Lead Analyst

Role Description

Short role description

• The application monitoring team covers request servicing, application monitoring and system healthcare for our global clients. We are looking for a Production Support Lead to enable this team s success.
• What does success look like as a Production Support Lead Analyst Application monitoring

Alert Management & Monitoring:

• Provide first and second-line support for FNZ s application monitoring and alerting systems.
• Ensure that platform alerts are managed effectively, minimizing system downtime and disruption.
• Proactively monitor the platform, identifying and addressing potential issues before they impact service.

Team Management/Scheduling:

• Manage the scheduling and availability of support teams across strategic global locations to ensure continuous healthcare platform support and timely response to platform issues.
• Ensure out-of-hours alerts are transitioned seamlessly to existing dedicated teams for resolution.

Application Support Platform Maintenance & Improvement:

• Implement and manage routine platform checks to ensure system robustness and reliability.
• Lead the platform maintenance process, ensuring comprehensive application support practices are in place.
• Contribute to continuous service improvement by actively driving proactive measures and system enhancements.
• Lead incident management, ensuring that incidents are resolved quickly and efficiently, and contribute to knowledge-sharing across the team.

Leadership & Development:

• Lead, mentor, and guide a dedicated application support team.
• Monitor team performance and continuously seek improvement opportunities for skills and processes.
• Develop, maintain, and ensure adherence to comprehensive documentation on team activities.
• Collaborate with internal stakeholders to ensure that business objectives and needs are met.
• Contribute to audit and effectiveness requests.

Experience required

What we are looking for:

• Experience : At least 8 years of relevant experience in application monitoring and production support.
• Educational Background : Degree in Computer Science, Information Technology, or a related field; or equivalent experience.
• Technical Skills : Intermediate proficiency in SQL.
• Application Support Systems : Experience using application support systems, including PagerDuty, NewRelic, Splunk, and ServiceNow.
• Leadership Skills : Proven ability to lead a team and drive operational excellence.
• Communication Skills : Strong verbal and written communication skills; capable of confidently interacting with platform dedicated teams.
• Incident Management : Extensive experience in support and incident management, preferably with ITIL or equivalent frameworks.

Experience preferred

Beneficial but not essential.

Familiarity with financial markets and products

Basic knowledge of Microsoft .NET development, including C#, VB.NET, and SQL Server, is advantageous.

For advertising: Opportunities

What 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 you ll 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 world s 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.