Production Support Service Analyst

hace 4 semanas


Madrid, España FNZ A tiempo completo

The role works closely with the Service manager to deliver a high-quality service to our customers.

Organisational Design

The position is part of the regional Production Support department and reports to the Head of EU Production Support. The role is based in Madrid, Spain.

The role provides the Production Support service to the regional Service Manager.

Team Responsibilities-
- Issue Management - analyse, investigate, and allocate for resolution and closure for all issues- Change Management - support 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

Perform the issue management services, this includes;- Oversight of the analysis, response and resolution to issue log items (incidents, problems and requests)- Ensuring temporary and permanent fix times are within SLAs for the client- Working with developers and testers to ensure that production fixes and business process changes are fit for purpose- Internal escalation point for both external and internal issues- Responsible for regular catch ups with aligned analysts- Be involved in performance management of those within in the group- Help with resolution of complex issue and in critical incident management

Provide the interface between the Production Support team and the Service Management team. This includes;- Working with the service manager on client escalations and to ensure the service is of the highest quality to those clients- Escalating issues to the Head of Production Support as required- Attend client meetings as required- On a rota, work on-call to support the out of hours service provided by Production Support

Collaborate with colleagues, operational/client-servicing staff and other users to produce long term scalable root cause solutions that adhere to procedural and regulatory compliance requirements;

Support other Service Support analysts to ensure that the service is maintained across the client base.

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- University degree qualified (2.1) or equivalent;- Intermediate computer skills and basic knowledge of SQL;- 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;- Experience in Finance, IT desirable;- Excellent organizational, 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- Spanish and English fluent

What can FNZ offer you?- As a global organization, with offices around the world, we offer travel opportunities and remote working, as well as real investment into your own personal and professional growth.- Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world’s largest companies.- Remuneration and career advancement is based on individual contribution and business impact rather than tenure or seniority.- We provide global career opportunities for our employees at any of our offices in the UK, Czech Republic, Australia, New Zealand, Nordics or China.

If this sounds like you then please apply

At FNZ, we recognize that diversity, inclusion and accessibility are important factors for our success. We embrace the unique perspective and capabilities of our current and future employees, which will help us continue to drive innovation and achieve our business goals. Recruitment decisions at FNZ are made in a non-discriminatory manner where all employees are valued and respected. In particular, we want to ensure accessibility needs are well supported thus, ensuring our recruitment process is fair and equitable for all applicants.

Please let us know if there is any support we can provide to ensure FNZ’s recruitment process is fully accessible to you. You can contact us at

to discuss specific requirements.

LI-VP1


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