Production Support Lead Analyst

Role Profile
Job Title
Production Support Lead Analyst – Application Monitoring

Location
Gurgaon, India

Reports to
Head of Production 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 12,000 wealth management firms, enabling over 24 million people across all wealth segments to invest in the things they care the most about, on their own terms. We have over 30+ offices globally with 6000+ employees (and growing).

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

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.

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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$1.7 trillion in assets under administration (AUA).
Together with our customers, we help over 26 million people from all wealth segments to invest in their future.