Production Support Analyst
External
Fnz · Wellington -, New ZealandPrepare for this interview
EliteAI-generated questions, company research, and talking points tailored to this role
Requirements
- 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 analyse logs, workflow behaviour, and error patterns to support incident triage.
- Familiarity with ITIL concepts (Incident, Problem, Change).
- Strong attention to detail and consistency in following SOPs/runbooks.
- Ability to prioritise and execute tasks effectively in a fast paced, high-pressure environment.
- Confident, self-motivated and delivery focused working style, with the ability to take initiative.
- Interest in, or familiarity with, financial markets and financial products.
- Good verbal and written communication to interact with clients and internal teams.
- Beneficial but not essential:
- Exposure to monitoring or log‑analysis tools such as Splunk, NewRelic, PagerDuty, or ServiceNow.
- Basic understanding of financial services and investment workflows.
- Familiarity with .NET ecosystem and SQL Server behaviours.
- Experience contributing to knowledge management in a production environment.
- Experience working in a regulated or financial services environment.
Benefits
Additional Information
As a Production Support Analyst, you are part of the production support team that ensures the stability, resilience, and continuous operation of FNZ's production platforms across global clients. Production Support 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 first line investigation of production incidents through log analysis, platform behaviour 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 prioritisation. Update knowledge base articles, SOPs, and runbooks to reflect current operational behaviour. Work collaboratively with Subject Matter Experts, Product Owners, Client Relationship Managers and third parties to progress issue resolution.
Your Match
How well this role fits your profile.
Company Intel
What employees say
Worked at fnz? Share your experience