Global Response Analyst

Role Description

This role provides application support for 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.

Organisational Design

Full time, Permanent role

Team Responsibilities

The team are responsible for:

• Providing high quality and timely First Line Support to all clients globally.
• Application Support – help to ensure that the application is working correctly as deployed.
• Incident resolution and triage – resolve incidents as per agreed procedures and escalate internally to relevant teams to resolve any incidents outwith our remit.
• Stakeholder Communication – Triage incidents and manage customer expectations for incident resolution.
• Post Incident reviews – evaluate the incident management response and recovery effort for major, critical and high priority incidents to provide continual improvement of our incident responses.
• Service Level Management – support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations

Specific Role Responsibilities

• Daily checks and BAU monitoring including fault resolution
• Identify and resolve issues with applications, following agreed procedures.
• Uses application management software and tools to collect agreed performance statistics.
• Carry out agreed applications maintenance tasks.
• Prioritise and diagnose incidents according to agreed procedures.
• Document and close resolved incidents according to agreed procedures.
• Draft and maintain procedures and documentation for application support.
• Participate in post Incident reviews, helping to provide a continually improved service for our customers and stakeholders.
• Other tasks: To undertake any other projects/ tasks as may reasonably be required to facilitate the smooth operation of the production environment

Performance Assessment

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

KPI reporting – performance against KPIs

Experience required

• Bachelor’s Degree or higher in Computer Science, Mathematics, Engineering, Physics or other Sciences or equivalent working experience. Degree preferable in either Commerce or IT; (A-B + average) or equivalent;
• Intermediate SQL skills;
• Interest / familiarity with financial markets and products beneficial but not essential;
• Passionate about providing an excellent service experience for our clients;
• Strong analytical thinking and keen attention to detail;
• Highly logical with proven problem-solving abilities;
• Independent, self directing and delivery focused working style;
• Excellent communication skills, confident in dealing with internal and external clients;
• Able to take initiative learn quickly in a dynamic fast-paced industry;
• Ability to effectively prioritize and execute tasks in a high-pressure environment;
• Excellent organisational, administration and time management skills.
• Some experience with Microsoft .NET development products, including C#, VB.NET and SQL Server, beneficial but not essential;
• Commitment to working long hours at times, particularly around project deadlines, in exchange for commensurate rewards.

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 the world’s leading financial institutions, with over US$2.4 trillion in assets on platform (AoP).
Together with our clients, we empower nearly 30 million people across all wealth segments to invest in their future.