Role Description

Production Support Manager provides direct line management for a team that undertakes application support for FNZ business.

Acting as the guardian of Production, the Production Support Manager works with internal stakeholders to champion quality change and takes ownership of outcomes to improve team effectiveness, operational efficiency, and an excellent client experience.

Team Responsibilities

The team are responsible for:

• Application Support – ensure that the application is working correctly as deployed.
• Incident & Problem Management – analysis, investigation, diagnosis, and problem solving to identify, troubleshoot and resolve production issues.
• Release & Change Management – support testing and release process for production fixes.
• Service Transition – facilitate the transition between project support and production support for all change.
• Service Level Management – support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations.

Specific Role Responsibilities

• Manages individuals and groups including allocation of responsibilities and/or packages of work to and ensure agreed service levels are met.
• Sets performance targets, and monitors progress against agreed quality and performance criteria to provide input into formal performance management processes.
• Provides effective feedback throughout the performance management cycle, to improve overall team performance.
• Proactively works to ensure effective working relationships within the team and with those whom the team interacts with.
• Determines the risks associated with audit findings and non-compliance and proposes corrective actions.
• Evaluates risks to the integrity of the service inherent in proposed implementations and provides advice and guidance to internal stakeholders.
• Reviews the effectiveness of change implementation, suggests improvement to organizational procedures governing change management.
• Ensures that a catalogue of available services is created and maintained and that service level agreements are complete and cost effective.
• Establishes and maintains operational methods, processes and procedures and reviews them regularly for effectiveness and efficiency.
• Manages application enhancements to improve business performance.
• Other tasks: To undertake any other projects/ tasks as may reasonably be required to facilitate the smooth operation of the production environment.

Performance Assessment

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

KPI reporting – performance against team KPIs and individual KPIs as agreed.

Experience / Attributes Required

• Degree preferable in either Commerce/IT or a related field; or equivalent.
• Interest / familiarity with financial markets and products preferred.
• Demonstrated experience in providing an excellent service experience for our clients.
• Demonstrable ability to provide leadership to improve overall team performance.
• Proven track record in building and managing relationships with senior internal and external stakeholders.
• Superior analytical thinking and keen attention to detail.
• Highly logical with proven problem-solving abilities.
• Independent, self-directing and delivery focused working style.
• Excellent communication skills, confident in dealing with internal and external clients.

• Able to take initiative and lead change to improve effectiveness.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Excellent organizational, administration and time management skills.
• Commitment to working long hours at times, particularly around project deadlines, in exchange for commensurate rewards.
• Open to the variance of work hours, including the flexibility to start earlier or later than standard work hours.

Why should you join us?

• A hybrid 3+2 model combining working from the office and from home.
• A competitive salary and excellent benefits, including medical and life insurance, annual leave, sick days, parental leave and more.
• Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world’s largest companies.
• We provide global career opportunities for our employees at any of our offices in the UK, Czech Republic, Australia, New Zealand, China and more.

If this role appeals to you, please apply by Sunday 31st March 2024.

*Please note that we will begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.

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 over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.