Role Description

As Production Support Lead, you will be the go-to person for our client. Your responsibilities extend to overseeing the intricate landscape of issue management, addressing concerns from both external and internal clients to meet key performance indicators (KPIs) and service level agreements (SLAs). A core aspect of your role involves managing the workflow, ensuring the seamless functioning of the application as deployed, emphasizing proactive and reactive measures to champion continuous service improvement.
Your expertise comes to the forefront in Incident & Problem Management, where you lead the analysis, investigation, diagnosis, and problem-solving efforts to identify, troubleshoot, and resolve production issues. Additionally, your involvement in Release & Change Management is crucial, as you support the testing and release processes for production fixes. Facilitating the transition between project support and production support during Service Transition is a key responsibility, ensuring a smooth flow of operations.

The Responsibilities Will Include:

Analyse incidents, recommends solutions, and contributes to service improvement.
Ensure that all requests, incidents and problems are dealt with according to set standards and procedures.
Direct daily operations, allocate resources, and plan to meet service levels.
Proactively address system and service problems, ensuring timely resolution actions.
Facilitate development of documented problem solutions and corrective actions.
Educate and train internal and external application users.
Guide team members, monitor progress, and prioritize quality improvement.
Initiate process improvements aligned with business objectives and audits.
Drive enhancements aligning with procedural, regulatory, and security requirements.
Draft and maintain meticulous documentation for application support procedures.
Contribute to audits and reviews, collecting evidence for process evaluation.
Undertake diverse projects and tasks to ensure smooth production operations.

Experience Required

What we are looking for:

Degree preferable in either Commerce/IT or a related field; or equivalent.
Expert SQL skills.
Independent, self-directing and delivery focused working style.
Superior analytical thinking and keen attention to detail.
Good communication skills, confident in dealing with internal and external clients. Passionate about providing an excellent service experience for our clients.
Demonstrable ability to provide leadership and direction in incident management, to effectively prioritize and execute tasks in a high-pressure environment.
Builds relationships with senior internal and external stakeholders.
Experience in support and incident management, ITIL preferably. For Technical skills, SQL, Application monitoring tools New Relic, Datadog, APM, Splunk, PagerDuty.

Experience Preferred

Beneficial but not essential.

Interest / familiarity with financial markets and products.
Some experience with Microsoft .NET development products, including C#, VB.NET and SQL Server, beneficial but not essential.
Open to the variance of work hours, including the flexibility to start earlier or later than standard work hours.

Opportunities

What We Offer:

We are mission led - work at the heart of a purpose-led organization, where you can be proud of the impact you make, every day. Where you'll transform the way over 20 million people invest, making wealth management more accessible, sustainable and transparent to more people.
Rapid career growth - encouraged to take on responsibility, play a part in the evolution of the company and rapidly drive your career development working on real projects that directly impact our clients and their customers.
Market leading technology - Build, create and evolve innovative solutions for the world's most trusted brands using the latest technologies to help change the face of investing for the future
Learning & development – Placing emphasis on a willingness to learn, to think differently, to be creative and to help drive innovation.

Production Support Lead Analyst