Production Support Analyst

Role Description

The Role

The Production Support team ensures the stability, resilience, and continuous operation of FNZ’s production platforms across global clients. Analysts rotate across all platforms, execute daily checks, support incidents, and follow operational playbooks to protect live services and maintain platform health.

Team Responsibilities:

• Execute platform health checks, recoveries, and scheduled operational tasks to ensure system stability.
• Triage and respond to production alerts by following runbooks and escalation paths.
• Support incident and problem management by providing logs, evidence, and diagnostics.
• Maintain and update knowledge base articles, SOPs, and runbooks to ensure operational accuracy.
• Support service transition activities for new changes entering production.
• Collaborate with global teams to ensure SLAs, KPIs, and risk controls are met.

Specific Role Responsibilities:

• Perform daily checks and recoveries following documented SOPs, identify abnormalities, and proactively flag risks.
• Conduct Firstline investigation of production incidents through log analysis, platform behavior review, and SQL queries.
• Execute assigned tasks during Medium/Low incidents (evidence gathering, task execution) under guidance from Senior Analysts or Leads.
• Provide accurate, complete evidence to support root‑cause analysis (RCA) and contribute to documentation improvements.
• Follow defined escalation ladders to ensure timely communication and prioritization.
• Update knowledge base articles, SOPs, and runbooks to reflect current operational behavior.
• Coordinate internally with Senior Analysts and Leads to support accurate, consistent client‑facing updates.

Experience required

What we are looking for:

• 2–5 years of experience in Production Support, Application Support, or operational platform support roles.
• Strong SQL skills (writing queries, joins, debugging data issues).
• Ability to analyze logs, workflow behavior, and error patterns to support incident triage.
• Familiarity with ITIL concepts (Incident, Problem, Change).
• Strong attention to detail and consistency in following SOPs/runbooks.
• Good verbal and written communication to interact with global internal teams.

Experience preferred

Beneficial but not essential:

• Exposure to monitoring or log‑analysis tools such as Splunk, NewRelic, PagerDuty, or ServiceNow.
• Basic understanding of financial services and investment workflows.
• Familiarity with .NET ecosystem and SQL Server behaviors.
• Experience contributing to knowledge management in a production environment.

For advertising: 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.

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.