Role Description

The Role

The Production Support team ensures the stability, resilience, and continuous operation of FNZ’s production platforms across global clients. Analysts rotate across all platforms, execute daily checks, support incidents, and follow operational playbooks to protect live services and maintain platform health.

Team Responsibilities:

Execute platform health checks, recoveries, and scheduled operational tasks to ensure system stability.
Triage and respond to production alerts by following runbooks and escalation paths.
Support incident and problem management by providing logs, evidence, and diagnostics.
Maintain and update knowledge base articles, SOPs, and runbooks to ensure operational accuracy.
Support service transition activities for new changes entering production.
Collaborate with global teams to ensure SLAs, KPIs, and risk controls are met.

Specific Role Responsibilities:

Perform daily checks and recoveries following documented SOPs, identify abnormalities, and proactively flag risks.
Conduct Firstline investigation of production incidents through log analysis, platform behavior review, and SQL queries.
Execute assigned tasks during Medium/Low incidents (evidence gathering, task execution) under guidance from Senior Analysts or Leads.
Provide accurate, complete evidence to support root‑cause analysis (RCA) and contribute to documentation improvements.
Follow defined escalation ladders to ensure timely communication and prioritization.
Update knowledge base articles, SOPs, and runbooks to reflect current operational behavior.
Coordinate internally with Senior Analysts and Leads to support accurate, consistent client‑facing updates.

Experience required

What we are looking for:

2–5 years of experience in Production Support, Application Support, or operational platform support roles.
Strong SQL skills (writing queries, joins, debugging data issues).
Ability to analyze logs, workflow behavior, and error patterns to support incident triage.
Familiarity with ITIL concepts (Incident, Problem, Change).
Strong attention to detail and consistency in following SOPs/runbooks.