Production Support Analyst
FNZ
Date: 3 weeks ago
City: Johannesburg, Gauteng
Contract type: Full time
Job Title
Production Support Analyst
Location
Johannesburg (SA)
Reports to
Lead Analyst or Senior Service Analyst
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 to liaise with other areas of FNZ to ensure a robust and scalable production environment for all FNZ’s customers.
The role is responsible for the support of a subset of the FNZ client base overseeing activities for those clients or in relation to a specific functional area of the proposition.
Organisational Design
Production Support sits within the CIO function of FNZ.
This position is part of the regional Production Support department and reports to Lead Analyst of the function team or Senior Service Analyst of the Client specific team.
The role is located in JHB, South Africa
Team Responsibilities
Application Support – ensure that the application is maintained and working efficiently and against agreed service levels
Issue Management – analyse, investigate, and allocate for resolution and closure for all issues
Change Management – support guidance for testing and release process for production fixes
Project Handover – facilitate the transition between project support and production support for all change
Service Support – support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations
Specific Role Responsibilities
Performance Assessment
KPI reporting – issue management performance against KPIs
Availability – uptime during core and non-core hours
Performance – performance metrics during core and non-core hours
Reliability – test results and performance during real failure events
Experience Required
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.
Production Support Analyst
Location
Johannesburg (SA)
Reports to
Lead Analyst or Senior Service Analyst
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 to liaise with other areas of FNZ to ensure a robust and scalable production environment for all FNZ’s customers.
The role is responsible for the support of a subset of the FNZ client base overseeing activities for those clients or in relation to a specific functional area of the proposition.
Organisational Design
Production Support sits within the CIO function of FNZ.
This position is part of the regional Production Support department and reports to Lead Analyst of the function team or Senior Service Analyst of the Client specific team.
The role is located in JHB, South Africa
Team Responsibilities
Application Support – ensure that the application is maintained and working efficiently and against agreed service levels
Issue Management – analyse, investigate, and allocate for resolution and closure for all issues
Change Management – support guidance for testing and release process for production fixes
Project Handover – facilitate the transition between project support and production support for all change
Service Support – support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations
Specific Role Responsibilities
- Application Support – ensure that the application is working correctly as deployed;
- Issue Management – analyse, investigate, and allocate for resolution and closure for all issues;
- Service Support – support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations;
- Monitor issues log; to maintain the quality of information on the issue log to allow for full investigation, resolution, and closure of all queries;
- Diagnosis and Problem Solving: Identify, troubleshoot and resolve production issues;
- Work with developers, analysts and testers to ensure that production fixes and business process changes are fit for purpose;
- Project Handover – facilitate the transition between project support and production support for all change;
- Change Management – support testing and release process for production fixes;
Performance Assessment
KPI reporting – issue management performance against KPIs
Availability – uptime during core and non-core hours
Performance – performance metrics during core and non-core hours
Reliability – test results and performance during real failure events
Experience Required
- University degree qualified (2.1) or equivalent.
- Ability to learn quickly in a dynamic fast-paced industry.
- Enjoy working as part of a high performance team.
- Passionate about creating innovative solutions for customers.
- Highly logical.
- Highly self motivated and directed, confident, independent, able to take initiative and with a delivery focused working style.
- Superior analytical thinking and keen attention to detail.
- Proven problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Excellent organisational, administration and time management skills.
- Good team communication skills, confident in dealing with internal and external clients.
- Highly developed written and oral communication skills.
- Interest / familiarity with financial markets and products.
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.
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