.DescriptionFNZ is the market leading provider of technology and administration services to major financial institutions in the platform and wealth management sectors across the globe.We partner with life companies, banks, asset managers and discretionary wealth managers to enable them to develop and distribute financial products and services to their customers across all major distribution channels.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 role works closely with the Service managers to deliver a high-quality service to our customers.Organisational DesignProduction Support sits within the COO function of FNZ.This position is part of the Regional Production Support department and reports to the Head of EU Production Support.The role is located in Madrid.Team ResponsibilitiesApplication Support ensure that the application is maintained and working efficiently and against agreed service levelsIssue Management analyse, investigate, and allocate for resolution and closure for all issuesChange Management support guidance for testing and release process for production fixesProject Handover facilitate the transition between project support and production support for all changeService Support support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligationsSpecific Role ResponsibilitiesProvide the interface between the Production Support team and the Service Management team. This includes; Working with the service managers on client escalations and to ensure the service is of the highest quality to those clientsEscalating issues to the Head of Production Support as requiredAttend client meetingsPerform the issue management service for clients. This includes; Managing all incidents, analysis and response to issue log items, problems and root cause analysisManaging the response time for all incidents within SLAs for the clientEnsuring temporary and permanent fix times are within SLAs for the clientOrganising a team of production support analysts to monitor, diagnose, perform root cause analysis of issuesWorking with developers and testers to ensure that production fixes and business process changes are fit for purposeOn a rota, work on-call to support the out of hours service provided by Production SupportCollaborate with colleagues, operational / client-servicing staff and other users to produce long term scalable root cause solutions that adhere to procedural and regulatory compliance requirements; Support other Service Support analysts to ensure that the service is maintained across the client base.Other tasks : To undertake any other projects / tasks as may reasonably be required to facilitate the smooth operation of the production environment
