Operational Analyst

About the role

FNZ Group is an established and rapidly growing company in the financial technology sector. We partner with the entire industry to make wealth management accessible to more people. Today, we partner with over 650 financial institutions and 12,000 wealth management firms, enabling over 24 million people across all wealth segments to invest in the things they care the most about, on their own terms. We have over 30+ offices globally with 6000+ employees (and growing!). To learn more about us and our journey, check out our careers site . Role Overview The shift Operations Analyst is responsible for ensuring the platform stability across one or more FNZ SA platforms. This role provides systems support for the FNZ business, managing issues raised by both internal and external clients to meet defined KPIs and SLAs, and collaborating across FNZ SA to ensure a robust and scalable production environment for all customers and our business. Team Responsibilities : Providing high quality and timely First Line Support. Working in rotational shifts, including weekends and public holidays based on a shift roaster. We run 3 shifts a day covering the 24 hour clock. Shifts are run 7 days a week. System Support - help to ensure that the platform servers are working correctly as deployed. Incident resolution and triage - resolve incidents as per agreed procedures and escalate internally to relevant teams to resolve any incidents within our remit. Stakeholder Communication - Triage incidents and manage customer and business expectations for incident resolution. Post Incident reviews - evaluate the incident management response and recovery effort for major, critical and high priority incidents to provide continual improvement of our incident responses. Service Level Management - support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations. Specific Role Responsibilities: Daily checks and BAU monitoring including fault resolution Identify and resolve issues with monitored services, following agreed procedures. Uses system management software and tools to collect agreed performance statistics. Carry out agreed maintenance tasks. Prioritise and diagnose incidents according to agreed procedures. Document and close resolved incidents according to agreed procedures. Draft and maintain procedures and documentation for systems support. Participate in post Incident reviews, helping to provide a continually improved service for our customers and business stakeholders. 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 KPIs Experience required

Requirements

• 2-3 years of experience in Production Support, Application Monitoring, Platform Operations (Infrastructure Support), or similar roles.
• Bachelor's degree or higher in Computer Science, Mathematics, Engineering, Physics, or a related field, or equivalent work experience. Degree in IT is preferred.
• Intermediate SQL proficiency and strong diagnostic capabilities, with hands‑on experience analysing logs, workflows, and platform behaviour.
• Strong grounding in ITIL practices, especially Incident, Problem, and Change Management.
• Strong analytical thinking and proven problem-solving abilities with excellent attention to detail.
• Strong communication skills for stakeholder coordination, documentation, RCA review, and operational reporting.
• Experience with monitoring and operational tools like Splunk, ServiceNow, BMC Control-M, PagerDuty, New Relic, etc.
• Ability to prioritise and execute tasks effectively in a high‑pressure environment.
• Excellent organisational, administrative, and time management skills.
• Excellent verbal and written communication skills and confident in engaging with internal and external stakeholders.
• Experience preferred
• Beneficial but not essential.
• Exposure to financial domain, investment workflows, or complex multi‑system architectures.
• Familiarity with .NET, SQL Server, APIs, or microservice architectures.
• Opportunities
• What do 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.
• 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.
• Inclusion
• At FNZ,

Additional Information

About FNZ

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