Description
Role Description
The Operational Support Analyst is part of a team of analysts with responsibility for meeting agreed service levels for FNZ managed service clients whilst ensuring exemplary customer satisfaction. The role is responsible for the support and monitoring of the Managed Services applications, environments and infrastructure to ensure FNZ services are delivered within KPIs and SLAs.
Specific Role Responsibilities
The Managed Service Operations team provides cover to our clients between the hours of 8am and 6pm; therefore, the working hours for this will vary accordingly in line with the Managed Service Operations team rota (8am-4pm [early] and 10am-6pm [late]).
- Cover for out of hours operational tasks including weekends and public holidays on a rotational basis
- Perform day-to-day operational support tasks to support the managed service and meet agreed SLAs including daily checks and BAU application monitoring
- Carry out agreed application maintenance tasks.
- Respond to Time Critical and High Priority alerts and deliver successful outcomes
- Assist in the analysis and design of managed services implementations including creation of application monitoring scripts and recovery procedures
- Assist in the documentation of processes, procedures, and policies for the operational support function.
- Follow processes, procedures, and policies especially with regard to data security and customer information
- Contribute to the resolution of any incidents and work closely with the CSC production support team.
- Work with vendors and third-party providers to achieve operational support levels
and programme commitments.
- Collate service level reporting for onward discussion with clients of the managed service.
- Work collaboratively with CSC, Solutions Development, Product owners,
and other FNZ departments
Team Responsibilities
Monitoring the Managed Service for our clients to ensure any problems are diagnosed
and resolved within set SLAs during set service hours.
Diagnose problems
and analyse systems both resolve issues
and improve services.
Provide user access
and resolve any accessibility problems while ensuring a secure service.
Support use
of services so that it meets client business requirements within set SLAs.
Respond
to error or warning messages within systems
and take appropriate resolutions.
Creation
of new monitoring solutions,
application alerts,
and recovery procedures.
Analyse
and suggest changes to configuration within Managed Service change control framework.
Performance Assessment
KPI reporting issue management performance against KPIs:
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
Experience Required
Minimum 2 years experience in a client-facing support role,
working to defined SLAs
and KPIs
Highly self-motivated
directed,
confident,
independent,
able to take initiative
with a delivery-focused working style.
Highly logical proven problem-solving abilities.
Excellent organisational administration time management skills.
Good team communication skills confident dealing internal external clients.
Highly developed written oral communication skills.
Interest familiarity financial markets products.
Experience documenting processes procedures policies used internally
Familiarity JIRA PagerDuty Confluence monitoring software Incident Management systems
Intermediate SQL skills
Knowledge operating systems (IBM Windows Linux) cloud platforms AWS GCP
Desirable ITIL Certification
About FNZ
FNZ is committed opening up wealth so that everyone everywhere can invest their future on their terms. We know foundation do that already exists wealth management industry but complexity holds firms back. We created wealths growth platform help provide global end-to-end wealth management platform integrates modern technology business investment operations all regulated financial institution.
We partner over 650 financial institutions 12,000 wealth managers US$1.5 trillion assets under administration (AUA). Together customers help over 20 million people from all wealth segments invest their future.