Role Description
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.
Organisational Design
Full time, Permanent role
Team Responsibilities
The team are responsible for:
- Providing high quality and timely First Line Support to all clients globally.
- Application Support – help to ensure that the application is working correctly as deployed.
- Incident resolution and triage – resolve incidents as per agreed procedures and escalate internally to relevant teams to resolve any incidents outwith 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
Specific Role Responsibilities
- Daily checks and BAU monitoring including fault resolution
- Identify and resolve issues with applications, following agreed procedures.
- Uses 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
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
- 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 the world’s leading financial institutions, with over US$2.4 trillion in assets on platform (AoP).
Together with our clients, we empower nearly 30 million people across all wealth segments to invest in their future.
Skills Required
- Bachelor's Degree in Computer Science, Mathematics, Engineering, Physics, or equivalent work experience
- Intermediate SQL skills
- Experience with Microsoft .NET development products
- Strong analytical and problem-solving abilities
- Excellent communication skills with internal and external clients
FNZ Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about FNZ Group and has not been reviewed or approved by FNZ Group.
-
Parental & Family Support — FNZ is described as offering 26 weeks of fully paid parental leave for both primary and secondary caregivers, alongside expanded bereavement and emergency care leave. These policies can materially increase the perceived value of the overall rewards package beyond base salary.
-
Fair & Transparent Compensation — Base pay is frequently characterized as “good salary” or “nice compensation” in several markets. Paid overtime in delivery roles is also described as a meaningful boost to total earnings.
-
Flexible Benefits — A flexible benefits menu is described, including options such as EV leasing, retailer discounts, and cycle-to-work offerings. This supports tailoring benefits to local needs and individual preferences where available.
FNZ Group Insights
What We Do
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
