Production Support Analyst

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 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; To undertake any other projects/ tasks as may reasonably be required to facilitate the smooth operation of the production environment. 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. 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 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. #J-18808-Ljbffr