Production Support Analyst

Job Title
Production Support Analyst

Location
Gurgaon, India

Reports to
Head of Prod Support

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About FNZ
Who We Are
FNZ Group is an established and rapidly growing company in the financial technology sector. We partner with the entire industry to make wealth management accessible to more people. Today, we partner with over 650 financial institutions and 8,000 wealth management firms, enabling over 20 million people across all wealth segments to invest in the things they care the most about, on their own terms. We have over 20+ offices globally with 4500 employees (and growing).

To learn more about us and our journey, check out our careers site.

Role Description
What would you accomplish as a Production Support Analyst?
As an Analyst, your role goes beyond traditional application support. You'll investigate and resolve complex operational issues affecting critical business processes, ensuring seamless performance across systems and workflows. By analyzing root causes and implementing preventative measures, you'll safeguard the integrity of services while continuously driving improvement.

A core aspect of your role involves ensuring the seamless functioning of the application as deployed, emphasizing proactive and reactive measures to champion continuous service improvement.

You will be a member of a critical team who -

• Application Support: Ensuring that deployed applications function correctly and efficiently.
• Incident & Problem Management: Conducting analysis, investigation, diagnosis, and problem-solving to identify, troubleshoot, and resolve production issues.
• Release & Change Management: Supporting testing and overseeing the release process for production fixes and changes.
• Service Transition: Facilitating smooth transitions from project support to production support for all changes.
• Service Level Management: Assisting Service Managers in delivering FNZ services while meeting key performance indicators (KPIs), service level agreements (SLAs), and contractual obligations.

The Responsibilities Will Include

• Identifies and resolves issues with applications, following agreed procedures.
• Carries out agreed application maintenance tasks.
• Prioritizes and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution, escalating as appropriate. Documents and closes resolved incidents according to agreed procedures. Analyses causes of incidents and provides recommendations to minimize probability of recurrence and contribute to service improvement. Initiates and monitors actions to anticipate, investigate and resolve problems in systems, processes, and services.
• Determines problem fixes and assists with the implementation of agreed remedies and preventative measures.
• Ensures that such problems are fully documented within the relevant reporting systems.
• Collaborates with colleagues, operational/client-servicing staff and other users to produce long term scalable solutions that adhere to procedural and regulatory compliance requirements.
• Works with developers, other analysts and testers to ensure that production fixes and business process changes are fit for purpose.
• Drafts and maintains procedures and documentation for application support. Other tasks: To undertake any other projects/ tasks as may reasonably be required to facilitate the smooth operation of the production environment.

Experience Required
What we are looking for:

• Relevant production support experience and/or qualification within a relevant field.
• Proficient in writing and optimizing SQL queries to analyze, retrieve, and manipulate data efficiently.
• Passionate about providing exceptional service to clients.
• Applying strong analytical thinking and problem-solving skills to resolve challenges effectively.
• Independent, self-directing and delivery focused working style.
• Communicating confidently with internal and external clients to understand and fulfill requirements.
• Prioritizing tasks efficiently in a high-pressure, fast-paced environment.
• Collaborating with teams while maintaining a self-directed, delivery-focused working style.
• Excellent organizational, administration and time management skills.

Experience Preferred
Beneficial but not essential.

• Interest / familiarity with financial markets and products.
• Some experience with Microsoft .NET development products, including C#, VB.NET and SQL Server, beneficial but not essential.
• Open to the variance of work hours, including the flexibility to start earlier or later than standard work hours.

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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.

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inclusion
At FNZ, we recognise that diversity, equity and inclusion are important factors contributing to 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 without regard to gender, ethnicity/race, faith, age, nationality, gender identity, sexual orientation, marital status, socio-economic background, disability or military veteran status where all applicants and employees are valued and respected.
In addition, we want to ensure accessibility needs are well supported, if you require specific support, please advise us.
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$1.5 trillion in assets under administration (AUA).
Together with our customers, we help over 20 million people from all wealth segments to invest in their future.