Production Support Analyst

2 weeks ago

Sydney, New South Wales, Australia FNZ Full time
About FNZ

FNZ is a global FinTech firm, transforming the way financial institutions serve their wealth management customers.

We partner with banks, insurers and asset managers to help people achieve their financial goals through our unique combination of technology leadership, innovation and asset servicing.

Our services enable our clients to provide best-in-class wealth management solutions to financial advisers, end-investors and the workplace.

We pride ourselves on creating solutions that are flexible, transparent and scalable, reflecting the latest market, demographic and regulatory trends worldwide.

FNZ has experienced exceptional growth in the past decade, both in terms of assets-under-administration and also through the substantial expansion of our international footprint.


Today, we are responsible for over £700 billion in assets-under-administration, held by around 12 million customers of some of the world's largest financial institutions, including Aviva, Barclays, BNZ, Generali, HSBC, Lloyds Banking Group, National Australia Bank (NAB), Quilter, Santander, UOB, Vanguard, and Zurich.

In total, FNZ partners with over 150 financial institutions across Europe, Asia Pacific, South Africa and North America and we employ around 4,000 people worldwide.

The company is owned by a combination of CDPQ-Generation, the unique sustainable equity partnership and FNZ employee shareholders.

The role

  • 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 change
  • Service Level Management support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations

The responsibilities will include:

  • Prioritises and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution, escalating as appropriate. Documents and closes resolved incidents according to agreed procedures. Analyses causes of incidents and provides recommendations in order to minimise probability of recurrence and contribute to service improvement. Initiates and monitors actions to anticipate, investigate and resolve problems in systems, processes and services.
  • Determines problem fixes and assists with the implementation of agreed remedies and preventative measures.
  • Ensures that such problems are fully documented within the relevant reporting systems.
  • Collaborates with colleagues, operational/clientservicing staff and other users to produce long term scalable solutions that adhere to procedural and regulatory compliance requirements.
  • Works with developers, other analysts and testers to ensure that production fixes and business process changes are fit for purpose.
  • Relevant experience and/or qualification within a relevant field.
  • Intermediate SQL skills;
  • Interest / familiarity with financial markets and products would be advantageous.
  • Passionate about providing an excellent service experience for our clients.
  • Strong analytical thinking and keen attention to detail.
  • Highly logical with proven problemsolving abilities.
  • Independent, self directing and delivery focused working style.
  • Good communication skills, confident in dealing with internal and external clients.
  • Able to take initiative learn quickly in a dynamic fastpaced industry; Ability to effectively prioritize and execute tasks in a highpressure 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.

What is in it for you?

  • 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 significant financial rewards for high performing individuals.
  • Global career opportunities for our best employees at any of our offices in the UK, Canada, Czech Republic, Australia, New Zealand or China.
Applications are due to close on Sunday 19th March 2023

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