FNZ
ProductionSupportAnalyst
“Production Support Analyst at FNZ. Skills: Production Support, Application Support, operational platform support, SQL, log analysis, incident triage. 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”
What You'll Achieve.
ensure the stability, resilience, and continuous operation of FNZ’s production platforms; protect live services and maintain platform health; ensure system stability; ensure SLAs, KPIs, and risk controls are met
Industry & Context.
Ability to analyse logs, workflow behaviour, and error patterns to support incident triage; Conduct first line investigation of production incidents through log analysis, platform behaviour review, and SQL queries; Provide accurate, complete evidence to support root‑cause analysis (RCA)
What They're Looking For.
Must Have
2–5 years of experience in Production Support, Application Support, or operational platform support roles, SQL skills (writing queries, joins, debugging data issues), Ability to analyse logs, workflow behaviour, and error patterns to support incident triage, attention to detail and consistency in following SOPs/runbooks, Ability to prioritise and execute tasks effectively in a fast paced, high-pressure environment, Confident, self-motivated and delivery focused working style, with the ability to take initiative, Good verbal and written communication to interact with clients and internal teams
Nice to Have
Familiarity with ITIL concepts (Incident, Problem, Change), Interest in, or familiarity with, financial markets and financial products, 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 behaviours, Experience contributing to knowledge management in a production environment, Experience working in a regulated or financial services environment
What You'll Do.
Execute platform health checks
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
Maintain and update knowledge base articles
and runbooks to ensure operational accuracy
Support service transition activities for new changes entering production
Perform daily checks and recoveries following documented SOPs
identify abnormalities
and proactively flag risks
Conduct first line investigation of production incidents through log analysis
platform behaviour review
Execute assigned tasks during Medium/Low incidents (evidence gathering
task execution) under guidance from Senior Analysts or Leads
complete evidence to support root‑cause analysis (RCA) and contribute to documentation improvements
Follow defined escalation ladders to ensure timely communication and prioritisation
Update knowledge base articles
and runbooks to reflect current operational behaviour
How You'll Work.
Team & Collaboration
Collaborate with global teams to ensure SLAs, KPIs, and risk controls are met; Work collaboratively with Subject Matter Experts, Product Owners, Client Relationship Managers and third parties to progress issue resolution; Good verbal and written communication to interact with clients and internal teams
Communication Scope
Good verbal and written communication to interact with clients and internal teams
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