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Production Support Lead

4 weeks ago

Gurgaon, Haryana, India FNZ Group Full time

Job TitleProduction Support LeadLocationGurgaon IndiaReports toHead of Prod SupportAbout FNZWho 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 Role DescriptionWhat would you accomplish as a Lead Production Support As Production Support Lead you will be the go-to person for our client Your responsibilities extend to overseeing the intricate landscape of issue management addressing concerns from both external and internal clients to meet key performance indicators KPIs and service level agreements SLAs A core aspect of your role involves managing the workflow ensuring the seamless functioning of the application as deployed emphasizing proactive and reactive measures to champion continuous service improvement Your expertise comes to the forefront in Incident Problem Management where you lead the analysis investigation diagnosis and problem-solving efforts to identify troubleshoot and resolve production issues Additionally your involvement in Release Change Management is crucial as you support the testing and release processes for production fixes Facilitating the transition between project support and production support during Service Transition is a key responsibility ensuring a smooth flow of operations The responsibilities will include Analyse incidents recommends solutions and contributes to service improvement Ensure that all requests incidents and problems are dealt with according to set standards and procedures Direct daily operations allocate resources and plan to meet service levels Proactively address system and service problems ensuring timely resolution actions Facilitate development of documented problem solutions and corrective actions Educate and train internal and external application users Guide team members monitor progress and prioritize quality improvement Initiate process improvements aligned with business objectives and audits Drive enhancements aligning with procedural regulatory and security requirements Draft and maintain meticulous documentation for application support procedures Contribute to audits and reviews collecting evidence for process evaluation Undertake diverse projects and tasks to ensure smooth production operations Experience requiredWhat we are looking for Degree preferable in either Commerce IT or a related field or equivalent Expert SQL skills Independent self-directing and delivery focused working style Superior analytical thinking and keen attention to detail Good communication skills confident in dealing with internal and external clients Passionate about providing an excellent service experience for our clients Demonstrable ability to provide leadership and direction in incident management to effectively prioritize and execute tasks in a high-pressure environment Builds relationships with senior internal and external stakeholders Experience in support and incident management ITIL preferably For Technical skills SQL Application monitoring tools New Relic Datadog APM Splunk PagerDuty Experience preferredBeneficial 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 OpportunitiesWhat 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 InclusionAt 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 FNZFNZ 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 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