Production Support Lead Analyst
FNZ is a global wealth management platform provider.
Projects
About FNZ
FNZ describes itself as 'wealth's growth platform', providing a global, end-to-end wealth management platform that integrates modern technology, business operations, and investment operations within a regulated financial institution connected to a universe of investment products. The company serves banks, wealth managers, insurance companies, and asset managers, with over US$2.5 trillion in assets on platform and nearly 30 million end investors served through its clients. Its offerings span wealth management platforms, advisor tools and productivity solutions, asset management distribution, and trade and post-trade securities services, along with a data platform combining an Operational Data Store, Analytical Data Warehouse, and Aggregated Data Warehouse to power analytics, machine learning, and generative AI insights. FNZ has notable clients including Santander, Colonial First State (CFS), Vanguard, Aviva, and Swedbank, and in 2025 announced a global five-year strategic partnership with Microsoft to integrate Azure AI Foundry, Microsoft Fabric, GitHub Copilot, and Microsoft 365 Copilot across its platform and operations. FNZ is backed by major institutional shareholders including Caisse de dépôt et placement du Québec (CDPQ), CPP Investments, Generation Investment Management, and Motive Partners.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead daily production-support operations, platform checks, recoveries, incident response, and investigations. You will validate root-cause analyses, maintain operational documentation, track service metrics and risks, drive reliability improvements and automation, coordinate stakeholders, and coach analysts.
Requirements
- 8+ years of experience in Production Support, Application Support, Platform Operations, or similar roles
- Leadership experience coordinating investigations, task allocation, and operational workflows
- SQL and diagnostic skills
- Experience analysing logs, workflows, and platform behaviour
- Experience managing major incidents and structured investigations
- ITIL knowledge, including Incident, Problem, and Change Management
- Experience with monitoring and operational tools
- Ability to mentor Analysts and Senior Analysts
- Communication skills for stakeholder coordination, documentation, RCA review, and operational reporting
- Experience driving automation and operational efficiency
Responsibilities
- Oversee daily checks, recoveries, and platform reliability activities
- Lead and coordinate incident response, triage, escalations, and operational playbooks
- Maintain SOPs, runbooks, monitoring rules, and knowledge-base articles
- Review and validate root-cause analyses
- Drive preventive actions and platform stability improvements
- Lead Analysts and Senior Analysts through task allocation and workload management
- Lead incident bridges and structured investigations
- Maintain oversight of SLAs, KPIs, and risk controls
- Coach and mentor Analysts and Senior Analysts
- Support client-facing communications and cross-functional operational forums
- Drive automation initiatives and operational efficiency programs
