Global Response Analyst

This role provides application support for 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 team are responsible for:

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

· Provide 24/7 support across regions – this will include providing support over weekends and public holidays on a rotational basis

· Application Support – help to ensure that the application is working correctly as deployed.

· Proactive Monitoring – regular monitoring of applications and infrastructure to identify and resolve potential issues before they cause disruptions or have an impact

· Incident resolution and triage – resolve incidents as per agreed procedures and escalate internally to relevant teams to resolve any incidents within our remit.

· Stakeholder Communication – Triage incidents and manage customer expectations for incident resolution.

· Post Incident reviews – evaluate the incident management response and recovery effort for major, critical and high priority incidents to provide continual improvement of our incident responses.

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

· Daily checks and BAU monitoring including fault resolution

· Timely incident response - triage, investigation, escalation, resolution, following documented, agreed procedures.

· Use application management software and tools to collect agreed performance statistics.

· Carry out agreed applications maintenance tasks.

· Prioritise and diagnose incidents according to agreed procedures.

· Document and close resolved incidents according to agreed procedures.

· Draft and maintain procedures and documentation for application support.

· Participate in post Incident reviews, helping to provide a continually improved service for our customers and stakeholders.

Other tasks: To undertake any other projects/ tasks as may reasonably be required to facilitate the smooth operation of the production environment.

Skills required -

· Bachelor’s Degree or higher in Computer Science, Mathematics, Engineering, Physics or other Sciences or equivalent working experience. Degree preferable in either Commerce or IT; (A-B + average) or equivalent;

· Intermediate SQL skills;

· Interest / familiarity with financial markets and products beneficial but not essential;

· Passionate about providing an excellent service experience for our clients;

· Strong analytical thinking and keen attention to detail;

· Highly logical with proven problem-solving abilities;

· Independent, self directing and delivery focused working style;

· Excellent communication skills, confident in dealing with internal and external clients;

· Able to take initiative learn quickly in a dynamic fast-paced industry;

· Ability to effectively prioritize and execute tasks in a high-pressure 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;

Commitment to working long hours at times, particularly around project deadlines, in exchange for commensurate rewards;

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.