Global Response Analyst

This role provides application support for FNZ business, it involves issuemanagement from external and internal clients to meet KPIs and SLAs and toliaisewith other areasof FNZtoensure arobustandscalableproduction

environmentforallFNZ’scustomers.

Theteamareresponsible for:

·Providing high quality and timely, First Line Support to all clientsglobally.

·Provide 24/7 support across regions – this will include providingsupportoverweekendsandpublicholidaysonarotationalbasis

·Application Support – help to ensure that the application is workingcorrectlyas deployed.

·Proactive Monitoring – regular monitoring of applications andinfrastructure to identify and resolve potential issues before they causedisruptionsorhaveanimpact

·Incident resolution and triage – resolve incidents as per agreedprocedures and escalate internally to relevant teams to resolve anyincidents withinour remit.

·Stakeholder Communication – Triage incidents and manage customerexpectationsforincident resolution.

·Post Incident reviews– evaluate the incident management responseand recovery effort for major, critical and high priority incidents toprovidecontinual improvementofourincident responses.

Service Level Management – support the Service Managers indeliveringFNZserviceswithinKPIs,SLAsandcontractualobligations.

·Dailychecks andBAUmonitoring includingfault resolution

·Timelyincidentresponse-triage,investigation,escalation,resolution,followingdocumented, agreedprocedures.

·Useapplicationmanagementsoftwareandtoolstocollectagreedperformancestatistics.

·Carryoutagreedapplicationsmaintenancetasks.

·Prioritise anddiagnose incidentsaccordingto agreedprocedures.

·Documentandcloseresolvedincidentsaccordingtoagreedprocedures.

·Draftandmaintainproceduresanddocumentationfor applicationsupport.

·ParticipateinpostIncidentreviews,helpingtoprovideacontinuallyimprovedservice forour customersandstakeholders.

Othertasks:Toundertakeanyotherprojects/tasksasmayreasonablyberequiredtofacilitatethe smoothoperationofthe productionenvironment.

Skills required -

·Bachelor’sDegreeorhigherinComputerScience,Mathematics,Engineering,PhysicsorotherSciencesorequivalentworkingexperience.Degreepreferable ineitherCommerceorIT;(A-B+ average)or equivalent;

·IntermediateSQLskills;

·Interest/familiaritywithfinancialmarketsandproductsbeneficialbutnotessential;

·Passionateaboutprovidinganexcellentserviceexperienceforourclients;

·Stronganalyticalthinkingandkeenattentiontodetail;

·Highly logicalwithprovenproblem-solvingabilities;

·Independent,selfdirectinganddeliveryfocusedworkingstyle;

·Excellentcommunicationskills,confidentindealingwithinternalandexternalclients;

·Abletotake initiativelearnquicklyinadynamicfast-pacedindustry;

·Abilitytoeffectivelyprioritizeandexecutetasksinahigh-pressureenvironment;

·Excellentorganisational,administrationandtimemanagementskills.

·SomeexperiencewithMicrosoft.NETdevelopmentproducts,includingC#,VB.NETandSQLServer, beneficialbut not essential;

Commitmenttoworking long hoursattimes,particularlyaround projectdeadlines, inexchangeforcommensuraterewards;

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.