Location: Edinburgh
Working Pattern: Hybrid
Contract: Permanent
Role Description
This role provides application support for the FNZ business. It involves issue management from external and internal clients to meet KPIs and SLAs, and consulting with other areas of FNZ to ensure a robust and scalable production environment for all FNZ customers.
This is a senior role within the Production Support team, providing oversight and management for Service Analysts, with key expertise in incident and problem management.
The role collaborates closely with Service Managers to deliver high-quality service to customers.
Team Responsibilities
* Application Support - maintain application efficiency and adherence to service levels.
* Issue Management - analyze, investigate, and resolve issues.
* Service Support - assist Service Managers in meeting KPIs, SLAs, and contractual obligations.
* Change Management - support testing and release processes for production fixes.
* Project Handover - facilitate transitions between project and production support.
Specific Role Responsibilities
Serve as the interface between the Production Support team, management, and Service Management.
Responsibilities include:
* Collaborate with Service and Production Support Analysts to deliver services to specific FNZ clients.
* Work with service managers on client escalations and service quality.
* Escalate issues to the Head of Sector as needed.
* Attend client and internal meetings.
* Oversee Key KPIs and reporting.
Perform issue management services, including:
* Managing incident response times within SLAs.
* Implementing incident fixes or workarounds.
* Ensuring fix times meet SLAs.
* Collaborating on diagnosis, analysis, and resolution of root causes.
* Working with developers and testers on production fixes and process changes.
* Participating in on-call support on a rota basis.
Support other Production Support areas to maintain service quality across clients.
Undertake any other tasks necessary for smooth operation of the production environment.
Performance Assessment
* Availability - uptime during core and non-core hours
* Performance - metrics during core and non-core hours
* Reliability - test results during real failure events
* KPI reporting - performance against KPIs
Applications are open until January 24th. Don't miss this opportunity! Submit your application today and advance your career with FNZ.
About FNZ
FNZ is dedicated to opening up wealth so everyone can invest in their future. We recognize the existing foundation in wealth management but aim to simplify it.
We created a growth platform to help, providing a global, end-to-end wealth management platform that integrates modern technology with business and investment operations within a regulated financial environment.
We partner with over 650 financial institutions and 12,000 wealth managers, managing US$1.5 trillion in assets under administration (AUA).
Together, we help over 20 million people from all wealth segments to invest in their future.
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