Production Support Senior Analyst

Role Description

The Role

The Production Support Senior Analyst serves as the SME for one or more FNZ platforms, owning deep technical ability and operational stewardship. They ensure platform reliability, lead complex investigations, publish high-quality RCAs, and drive preventive and stability improvements. Senior Analysts work closely with Developers, Analysts, and global operational teams to strengthen platform resilience through automation, refined runbooks, and continuous service enhancement.

Team Responsibilities:

• Own daily checks, recoveries, and reliability activities for assigned platforms as the primary SME.
• Lead technical investigations during incidents, guiding Analysts through triage, verification, and recovery steps.
• Produce and maintain SOPs, runbooks, knowledge articles, and preventive controls to uplift operational maturity.
• Deliver accurate, insight-driven RCA documents that improve platform resilience.
• Partner with Developers to support code/config fixes and drive automations that reduce manual effort and recurring issues.
• Support incident bridges by coordinating platform-specific tasks and providing targeted analysis.
• Contribute to reporting, metrics, and operational reviews.
• Coach Analysts and help build their platform knowledge and investigative capability.

Specific Role Responsibilities:

• Develop deep expertise in assigned platforms and act as the technical escalation point.
• Perform and oversee daily platform checks, recoveries, and validations to ensure early detection of anomalies.
• Lead end-to-end investigation of production issues using SQL, logs, workflow traces, and internal tools.
• Own and publish high-quality RCAs, ensuring clarity, accuracy, and actionable follow-ups.
• Identify recurring incidents or inefficiencies and collaborate with Developers on automation or configuration improvements.
• Create and maintain SOPs, runbooks, monitoring rules, and knowledge assets to standardize operational behavior.
• Recommend preventive actions and stability enhancements that reduce incident volume and improve platform performance.
• Guide Analysts in complex investigations and support their multi-platform learning journey.
• Provide technical inputs to Leads for client-facing communication.
• Participate in on-call activities as needed, serving as technical escalation support.
• Ensure compliance with audit, evidence, and operational standards across assigned platforms.

Experience required

What we are looking for:

• 5-8 years of experience in Production Support, Application Support, or similar operational roles.
• Strong SQL capability with proficiency in analyzing complex datasets and workflow behavior.
• Exposure to monitoring/operational tools such as Splunk, ServiceNow, PagerDuty, or NewRelic.
• Demonstrated experience in debugging using logs, patterns, and platform diagnostics.
• Proven ability to lead investigations during major incidents.
• Strong understanding of ITIL processes, particularly RCA and Problem Management.
• Experience owning platform-level operational responsibilities such as checks, recoveries, and reliability controls.
• Ability to mentor and guide Analysts in investigation techniques and operational discipline.
• Strong written and verbal communication skills for documentation, RCAs, knowledge articles, and stakeholder coordination.

Experience preferred

Beneficial but not essential.

• Understanding of financial platforms or investment workflows.
• Familiarity with .NET, SQL Server internals, API integrations, or microservice behaviors.
• Experience designing automations or proposing operational efficiency improvements.

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.