Production Support Analyst

Key Responsibilities

Incident & Issue Management

• Investigate production issues to determine whether behaviour is expected, a defect or an enhancement, liaising with clients as required.

• Analyse and diagnose incidents to identify root cause, escalating to third‑line support for code changes where necessary.

• Where no code change is required, take ownership of resolving the issue to the client’s satisfaction, including proposing workarounds or data fixes where appropriate.

• Ensure incidents are managed in line with published SLAs and internal support processes.

• Provide clear, timely updates to CSC management and stakeholders, particularly for P1 and high‑profile incidents.

Stakeholder & Client Engagement

• Work collaboratively with Subject Matter Experts, Product Owners, Client Relationship Managers and third parties to progress issue resolution.

• Act as a key point of contact for clients, suppliers and third‑party support teams as required.

• Maintain a professional, service‑focused approach in all client interactions.

Service & Continuous Improvement

• Participate in root cause analysis to identify trends and recommend service improvements.

• Share knowledge, ideas and best practice across the Customer Service Centre and the wider FNZ organisation.

• Support effective project‑to‑production handover for platform‑related changes.

Operating Model

• Provide client support coverage between 8am and 6pm, working a rota pattern of 8am–5pm (early) and 9am–6pm (late).

Team Responsibilities

• Issue Management: Provide effective support for issues raised by clients across FNZ Figaro and other FNZ applications.

• Service Management: Support service usage to meet client business requirements within agreed SLAs.

• Application Management: Diagnose system issues to resolve incidents and improve overall service quality.

• Project Handover: Facilitate the transition from project delivery into production support.

Experience, Skills & Knowledge

Essential

• Degree qualified (2:1) or equivalent experience.

• Strong analytical and problem‑solving capability, with high attention to detail.

• Ability to prioritise and execute tasks effectively in a fast‑paced, high‑pressure environment.

• Confident, self‑motivated and delivery‑focused working style, with the ability to take initiative.

• Excellent organisational, administration and time‑management skills.

• Clear and effective written and verbal communication skills.

• Comfortable working as part of a high‑performing team.

• Interest in, or familiarity with, financial markets and financial products.

Desirable

• ITIL certification or working knowledge of ITIL principles.

• Experience working in a regulated or financial services environment.

This role is based in Newcastle‑upon‑Tyne and operates on a hybrid working model. The role is suited to candidates within reasonable commuting distance who are comfortable working within a rota‑based support environment.

Closing date for applications: May 13th