Production Support Senior Analyst

Unlike other organisations, FNZ encourages employees to explore internal career opportunities across the organisation. An FNZer's career pathway isn't restricted to linear progression and often our top talent have worked across a multitude of business functions.  As such, we don't restrict applications based on tenure however you mustn't have any performance issues and you must inform your current Line Manager before applying. 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.