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Production Support Analyst
FNZ GroupMY Kuala Lumpur30+ days ago
Job descriptionIdentifies and resolves issues with applications, following agreed procedures. Carries out agreed application maintenance tasks. Prioritizes and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution, escalating as appropriate. Documents and closes resolved incidents according to agreed procedures. Analyses causes of incidents and provides recommendations to minimize probability of recurrence and contribute to service improvement. Initiates and monitors actions to anticipate, investigate and resolve problems in systems, processes, and services. Determines problem fixes and assists with the implementation of agreed remedies and preventative measures. Ensures that such problems are fully documented within the relevant reporting systems. Collaborates with colleagues, operational / client-servicing staff and other users to produce long term scalable solutions that adhere to procedural and regulatory compliance requirements. Works with developers, other analysts and testers to ensure that production fixes and business process changes are fit for purpose. Drafts and maintains procedures and documentation for application support. Other tasks : To undertake any other projects / tasks as may reasonably be required to facilitate the smooth operation of the production environment. Relevant production support experience and / or qualification within a relevant field. Intermediate SQL skills. Passionate about providing an excellent service experience for our clients. Strong analytical thinking and keen attention to detail. Highly logical with proven problem-solving abilities. Independent, self-directing and delivery focused working style. Good communication skills, confident in dealing with internal and external clients. Able to take initiative learn quickly in a dynamic fast-paced industry; Ability to effectively prioritize and execute tasks in a high-pressure environment. Excellent organizational, administration and time management skills. 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. Be part of a highly successful global business that is leading the delivery of financial services via cloud computing and partners with some of the world’s largest companies. Be part of the start-up team in KL with the ability to have direct input and involvement in the processes towards the expected fast growth. Convenient office location in the city for commuters. A competitive salary and excellent benefits, including full comprehensive Health insurance, Life insurance, additional company leave days after your first 12 months, volunteer leave, sick days, referral bonuses, and more. A hybrid 3+2 model combining working from the office and from home. We provide global career opportunities for our employees at any of our offices in the UK, Czech Republic, Australia, New Zealand, China and more.
As a Production Support Analyst, you’ll provide application support for our business. We are looking for a self-starter, an expert in 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 ensuring the seamless functioning of the application as deployed, emphasizing proactive and reactive measures to champion continuous service improvement.
You will be a member of a critical team who -
- Provide Application Support - ensuring that the application is working correctly as deployed.
- Supporting Incident & Problem Management – analysis, investigation, diagnosis and problem solving to identify, troubleshoot and resolve production issues.
- Release & Change Management – support testing and release process for production fixes.
- Service Transition – facilitate the transition between project support and production support for all changes.
- Service Level Management – support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations.
The responsibilities will include :
What are we ideally looking for in a successful candidate?
These are also an advantage (but not a must) :
Why should you join us?
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Production Support Analyst • MY Kuala Lumpur
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