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Financial Services Expert
2 weeks ago
As a Production Support Analyst at FNZ, you'll provide critical application support for our business. We're looking for a self-starter with expertise in issue management, who can address 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 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:
- Provide Application Support - ensuring that the application is working correctly as deployed.
- Supporting Incident & Problem Management – analysis, investigation, diagnosis and problem solving to identify, troubleshoot and resolve production issues.
- Release & Change Management – support testing and release process for production fixes.
- Service Transition – facilitate the transition between project support and production support for all changes.
- Service Level Management – support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations.
The responsibilities include:
- Identify and resolve issues with applications, following agreed procedures.
- Carry out agreed application maintenance tasks.
- Prioritize and diagnose incidents according to agreed procedures. Investigate causes of incidents and seek resolution, escalating as appropriate. Document and close resolved incidents according to agreed procedures. Analyze causes of incidents and provide recommendations to minimize probability of recurrence and contribute to service improvement. Initiate and monitor actions to anticipate, investigate and resolve problems in systems, processes, and services.
- Determine problem fixes and assist with implementation of agreed remedies and preventative measures.
- Ensure problems are fully documented within relevant reporting systems.
- Collaborate with colleagues, operational/client-servicing staff and other users to produce long-term scalable solutions that adhere to procedural and regulatory compliance requirements.
- Work with developers, other analysts and testers to ensure production fixes and business process changes are fit for purpose.
- Draft and maintain procedures and documentation for application support. Other tasks: undertake any other projects/tasks as may reasonably be required to facilitate smooth operation of production environment.
