Production Support Lead Analyst

Unlike other organisations, FNZ encourages employees to explore internal career opportunities across the organisation. An FNZer's career pathway isn't restricted to linear progression and often our top talent have worked across a multitude of business functions. As such, we don't restrict applications based on tenure however you mustn't have any performance issues and you must inform your current Line Manager before applying.

Role Overview

The Production Support Lead Analyst is the operational leader and primary accountability owner for platform stability across one or more FNZ platforms. This role provides daytoday leadership for the Production Support team, ensures consistent operational standards, and leads incident response and stability improvements.

This is a playercoach role: the Lead Analyst is expected to provide strong people leadership and operational governance, while remaining handson during major incidents, complex investigations, and critical decision points.

The role works closely with Analysts, Senior Analysts, Developers, and global operational teams to ensure highquality service outcomes, effective incident management, and continuous improvement of platform reliability.

Team Responsibilities:

Oversee daily checks, recoveries, and platform reliability activities, ensuring consistency and quality across the Analyst team.Lead and coordinate incident response, ensuring correct triage, timely escalations, and alignment with operational playbooks.Ensure SOPs, runbooks, monitoring rules, and KB articles across all supported platforms remain current and highquality.Review and validate RCAs, ensuring they are accurate, complete, and delivered within required timelines.Drive preventive actions, stability improvements, and operational maturity uplift across supported platforms.Act as the primary liaison between Analysts, Senior Analysts, Developers, and global operational teams.Lead operational reporting, SLA/KPI tracking, and present key insights in operational reviews.Coach Analysts and Senior Analysts, building investigation discipline, platform knowledge, and operational excellence.

Specific Role Responsibilities:

Proven experience managing and leading teams of 810+ members, including workload planning, performance oversight, coaching, and capability development.Provide daytoday leadership to Analysts and Senior Analysts, managing task allocation, priority handling, and operational workload.Oversee all daily platform checks, validations, and recovery tasks performed by the team, ensuring accuracy and timely completion.Lead incident bridges when required, ensuring structured investigation, evidence capture, technical analysis, and clear communication.Validate and sign off RCAs for assigned platforms, ensuring actionable followups, accuracy, and alignment with Problem Management standards.Proactively identify patterns, recurring incidents, and operational inefficiencies; drive corrective actions with Developers and platform owners.Maintain highquality SOPs, runbooks, and operational artifacts, ensuring consistency across regions and teams.Provide escalation support to Analysts during complex investigations and decisionmaking scenarios.Support clientfacing communications by reviewing technical details and ensuring accuracy and clarity.Represent Production Support in crossfunctional forums, including change reviews, operational meetings, and platform discussions.Maintain strong oversight of SLAs, KPIs, and risk controls, ensuring timely reporting and highlighting risks proactively.Facilitate continuous learning and capability uplift within the team through structured coaching, feedback, and knowledge sharing.

Leadership & Development:

Lead, mentor, and guide a dedicated application support team.Monitor team performance and continuously seek improvement opportunities for skills and processes.Develop, maintain, and ensure adherence to comprehensive documentation on team activities.Collaborate with internal stakeholders to ensure that business objectives and needs are met.Contribute to audit and effectiveness requests.

Experience required

What we are looking for:

8+ years of experience in Production Support, Application Support, Platform Operations, or similar roles.Strong leadership experience in coordinating investigations, task allocation, and operational workflows.Excellent SQL and diagnostic capability with handson experience analyzing logs, workflows, and platform behavior.Proven track record of managing major incidents, leading bridges, and driving structured investigations.Strong grounding in ITIL practices, especially Incident, Problem, and Change Management.Demonstrated experience in delivering or overseeing platform checks, recoveries, and reliability governance.Ability to mentor Analysts/Senior Analysts and lead team capability uplift.Strong communication skills for stakeholder coordination, documentation, RCA review, and operational reporting.Experience with .